• Support and lead process enhancement initiatives and business requirements definition to drive operational efficiencies and improve the customer experience. • Develop and maintain robust and accurate end-to-end knowledge of business processes and applicable procedures. • Manage activities to produce successful results on multiple projects simultaneously. • Facilitate the requirements gathering of “As Is” process definition via interactive workshops. • Support key project implementation activities such as implementation planning; systems integration; training plan development and execution; procedure development; performance management modifications; business case tracking and realization; user acceptance testing planning and execution. • Work collaboratively to assess impact of change requests for effort estimation and capacity planning purposes. • Support communication of project status to management, implementation team and project stakeholders through regular status reporting and other presentation vehicles. • Assist in the monitoring of project-related issues or escalations (of an urgent or high priority nature) and build response strategies and actions to address issues. • Ensure our organization is equipped to respond to customer inquiries; design and implement appropriate customer positioning and track/report on operational impacts. • Assist with business development related activities including the development of proposals, statements of work, and delivery of presentations. • Work with IT project teams and business units to help gather business requirements to aid in the design and development of software applications. • Understand the business objectives and processes of current systems. Perform analysis and evaluation of options, alternatives, and system capabilities. Where appropriate, recommend enhancements through the application of technologies, systems and process changes to solve problems or enhance business processes. • Understand and meet Business Unit goals with regard to implementation, revenue, and performance metrics.