Overview
The Operations Analyst - Systems will be responsible for interactions with the User Groups of the Best's Credit Rating Systems (BCRS) for the purpose of troubleshooting system performance and functionality, and through those interactions, capturing bottlenecks and pain points in the system.
Responsibilities
• Interaction with domestic and international Best's Credit Rating System (BCRS) user groups to provide technical guidance on the use of the proprietary rating system in response to help requests
• Interaction with key stakeholders of all user groups of BCRS to understand system pain-points and group work activity to drive system enhancement efforts
• Assist in creating customer journey maps for BCRS users and current state/future state gap analysis
• Facilitate "focus group" sessions with BCRS user groups utilizing both synchronous and asynchronous methods to gain feedback and insight into workflows
• Creating and managing work documentation to support system enhancements and servicing
• Provide daily guidance to BCRS users regarding system functionality, including servicing and enhancing the interaction between BCRS and other AM Best systems
• Analyze inquiries to assist in determining if user training may be required
Qualifications
• Bachelor's Degree preferred
• Preferably 2 to 4 years of experience in a related field
• Prior experience with Lean Processing or Six Sigma a plus
• Prior experience with TopDesk application a plus
• Prior experience creating Personas and Customer Journey Maps a plus
Skills
⢠Strong attention to detail
⢠Solid communication skills
⢠Highly organized
⢠Strong Microsoft Office skills
⢠Able to approach job function with a "customer service" positive attitude of assisting analytical teams
⢠Ability to support multiple groups concurrently
⢠Proactive in proposing/developing solutions to operational workflow issues
