Business Analyst

AIG•Atlanta, GA

3d•Onsite

About The Position

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.

Requirements

3+ years of experience as a Business Analyst or Product Owner
Knowledge of PowerBI 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

Nice To Haves

Insurance experience strongly preferred

Responsibilities

Provide leadership for GCMS and integrated reporting tools (Cognos, PowerBI)
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