Act as a liaison between IT and the user community to identify areas of efficiencies, manage Corporate Initiatives and Industry Mandates, test and implement changes/enhancements related to Revenue Accounting processes.
The Business Engagement Analyst will be highly engaged in various projects that consist of bridging business needs and IT solutions; perform business analysis for IT requests and document business and functional requirements.
This role also supports strategic enterprise call routing initiatives that are a result of Risk & Control approved projects and technology infrastructure decisions necessary to support CCB Call Centers and the Service Transformation Roadmap over the next several years.
Responsibilities include gathering and analyzing the requirements from business users, mapping the business requirements to software solution and creating functional specifications, use case scenarios and process flow diagrams.
Work with business process owners and customers to analyze and solve business problems. Works on complex and high impact issues. Understands business objectives and problems, identifies alternative solutions, performs feasibility studies, cost/benefit analysis and suggests the best course of action.
Serve as technical advisor to clients in assigned subject areas, recommends functional changes, and identifies areas for further investigation; generate recommendations in the form of technical briefings, reports, and other major documents provided to senior level client personnel.
Provide problem resolution of customer issues reported via the IT Service Desk System in compliance with applicable SLA. (Service Level Agreement); provide support to junior staff members who cannot find resolutions to open issues.
Manages administrative support nationally for a business unit, to include developing strategy, measurements, reporting and administration; consults with senior management in evaluating current methods and developing strategies to implement changes and improvements.
The individual will participate in the development and implementation of model-based solutions to support mission trade studies and performance simulations and to ensure they meet defined requirements and functions.