Business Analyst

THIS ROLE REQUIRES 4 DAYS PER WEEK IN OUR ATLANTA OFFICE.

The GCMS Platform Support Lead is a key role responsible to support users of the Global Complaints Management System (GCMS), drive pro-active platform improvements and assure platform stability. The GCMS Platform Support Lead is the primary contact between the business user community and IT and acts as key facilitator in assuring business users' priorities are met through ongoing platform maintenance and enhancements.

Responsibilities:

* Provide leadership for GCMS and integrated reporting tools (Cognos, Power

BI).

* Assist in optimizing business support model for GCMS

* Lead system & data design strategy to support global reporting needs, while supporting country-level regulatory compliance requirements.

* Lead system & data design strategy to support third party service provider access & management of complaints.

* Work with key business leaders and other partners, own the prioritization of feature and capability roadmap to assure best outcomes and investment returns.

* Monitor and report on overall GCMS health and trends .

* Work with Technology Support teams (L2/L3) in triaging, prioritizing and designing fixes and enhancement for GCMS and related reporting tools.

* Act as key contact person for the Technology teams in day-to-day activities.

* Co-operate with Business and IT leaders to drive enhancements.

* Understand the key challenges that sponsor and key stakeholders face.

* Work with stakeholders from across the organization (senior and junior) to develop solutions and ideas for identified business challenges. Apply various solution development techniques through facilitated workshops, direct engagement sessions, etc. to transform process, people, organizational design, roles, and technology.

Qualifications:

* 3+ years of experience as a Business Analyst or Product Owner. Insurance experience strongly preferred.

* Knowledge of Power

BI or Cognos required.

* Excited with change and has successful track record in supporting change and transformation opportunities to enhance the customer experience in complex environments. Data driven and oriented, with ability to focus on key elements that drive difference.

* Demonstrated professional experience utilizing process methodology and practical application of data to drive business improvement

* Metric oriented, with a track record of delivering value add solutions, data driven decision maker who utilizes data to direct decision making.

* Must be proactive in managing issues by anticipating the outcome of the process and ensuring all necessary steps have been taken.

* Proven ability to navigate through an organization to "get things done".

* Experience working across functional, organizational and business boundaries, ensuring the entire process delivers the desired service level standard.

* Demonstrated excellent problem-solving abilities, in a practical way, to balance between addressing root cause and introducing changes in fast order.

* Ability to analyze data, determine root cause, and provide and/or develop an appropriate solution for resolution.

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