Overview

Summary of Responsibilities:

The Business Intelligence & OpEx Anlayst is responsible for business intelligence and operational excellence brought through the Enterprise Engagement Platform (EEP), built on Salesforce, to each W&SFG business unit (BU). This position is responsible for understanding and aligning to the business strategies of each business unit in order to gather desired capabilities of the EEP plaform. Leverages an in-depth understanding of BUs, processes, and procedures and translates BU requirements into initial functional business requirements, process mapping of existing and proposed processes, and produce initial business acceptance criteria. This associate will actively anticipate the needs of the business and will collaborate with team members from various BUs to articulate and prioritize those needs. This associate will also review all incoming requests from end users to discern if the issue is a break/fix or an enhancement. This associate will have a strong partnership in supporting the Product Owners of the EEP system and will close the loop on all requests submitted. Analyzes major business processes for improvement in operational effectiveness. Conducts side-by-side and other methods of observation. Effectively articulates the business needs, benefits and impact to technology partners. Serves as a change management agent in leading change on EEP for the business. Owns the execution and oversight of User Acceptance Testing (UAT) in partnership with the business and in coordination with the EEP Release Manager prior to all releases. Works with the business to consistently improve upon the system to ensure ease of use. Leverages Operational Excellence and Continuous Improvement principles when considering improvements to EEP. Ensures full utilization of the system and realization of benefits through strong adoption and delivering on business needs. Responds with flexibility to changing priorities or new project assignments as they arise throughout the year. Works with minimal supervision and is responsible for making an established range of decisions. Escalates to management when necessary and updates management regularly.

Responsibilities

Position Responsibilities:

• Develops an in-depth understanding of business strategies, priorities, and initiatives for all BUs supported by EEP. Partners with the business to align strategy to operational processes and identify opportunities to improve those processes utilizing Salesforce where possible. Solves business challenges and proposes solutions within EEP to assure optimal results for the enterprise. Puts business needs and business benefits at the center of EEP initiatives. Assures business value is attained.

• Gathers, articulates and effectively documents business needs and initial functional business requirements. Leverages business knowledge, coupled with knowledge of the EEP platform built on Salesforce. Reviews all incoming end user requests to discern if an issues is a break/fix or enhancement. Partners with the Product Owner to determine prioritization of business needs. Develops user stories, process mapping, recommended changes, expected impact, analysis and reporting and presents to leadership at all levels as needed. Closes the loop with all requestors.

• Acts as a liaison to translate business needs to IT and technical solutions back to the business. Provides high-level requirements to Domain Business Analysts for detailed technical requirements.

• Conducts root cause analyses, process mapping, value stream analysis and waste identification. Proactively drives inefficiencies and waste out of EEP capabilities where possible. Works to simplify the user experience. Assists in the selection, scope and planning of strategic improvement projects affecting EEP usage. Is mindful of both up- and down-stream systems and processes affected by changes in the EEP systems. Assists in the implementation of Continuous Improvement plans within EEP that support the business strategy.

• Has understanding of how EEP Salesforce platform features and capabilities support business processes. Ensures full utilization of the EEP system, benefits and identification of new opportunities by leveraging the capabilities within EEP. Proactively evaluates new Salesforce functionality and the potential benefits to the businesses.

• Oversees User Acceptance Tester (UAT) in partnership with the BU and Release Manager for each release. Manages testing plans and scripts. Validates user stories meet the business’ expectations as defined by the acceptance criteria. Communicates any known defects or issues to the EEP Build and Software Quality Assurance (SQA) teams for remediation.

• Builds collaborative relationships with the Product Owners, across business units, and IT. Communicates effectively with associates at all levels. Uses appropriate business-friendly terminology and speaks in proper technical terms with IT associates. Establishes and maintains effective and positive working relationships with internal associates at all levels.

• Acts as a change management agent across the business. Identifies and articulates the need for change in how the business works and facilitates change utilizing EEP systems and processes.

• Assists in auditing improvement progress to ensure results are achieved and sustained. Partners with Salesforce Reporting Specialist to communicate reporting needs to assess results and KPIs.

• Identifies trends to assist the leadership team in making business decisions to modernize and improve processes in the organization.

• Responds with flexibility to changing priorities and new projects that arise throughout the year.

• Performs other duties as assigned by management.

Qualifications

Selection Criteria:

• A minimum of five years of experience in business analysis, business intelligence and operational excellence improvements.

• Demonstrated moderate experience with business intelligence, operational excellence improvements and Salesforce tools.

• Demonstrated ability to understand business strategies and establish appropriate priority across multiple projects.

• Proven experience successfully communicating with all levels of associates, including executives, and developing relationships with business and IT associates.

• Demonstrated ability to respond in a positive, professional manner to multiple deadlines and shifting priorities.

• Demonstrated experience identifying and solving problems independently.

• Proven strong analytical skills that demonstrate experience troubleshooting, assessing impact, quantifying problems and providing effective resolutions. Must cite examples of sound decision-making when dealing with multiple alternatives or solutions.

• Demonstrated strong attention to detail with excellent organization skills.

• Demonstrated experience effectively collaborating within a team.

Work Setting:

• This position works primarily in an office setting and requires being in a stationary position for long periods of time frequently while working at a desk, on a computer or with other standard office equipment, or while in meetings. Position requires frequent movement of wrists, hands and fingers for continuous computer work.

Educational Requirements:

• Bachelor's degree or commensurate selection criteria experience.

Computer Skills and Knowledge of Hardware & Software Required:

• Exposure to Salesforce or other CRM tools.

• Experience in the financial services industry is preferred.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• Salesforce certifications preferred but not required.

• Operational Excellence certifications, such as Lean or Six Sigma, preferred but not required.

Position Demands:

• Extended hours required during peak workloads or special projects.