SOME OF WHAT TO EXPECT WITH THIS ROLE:

• Conduct customer journey mapping by facilitating user research, surveys and direct feedback sessions to understand the end-to-end experience of system users.
• Apply Lean Six Sigma’s Define, Measure, Analyze, Improve, and Control (DMAIC) methodology to assess inefficiencies, identify root causes, and implement data-informed process improvements.
• Use targeted process interventions to improve efficiency and reduce risk; escalate more complex issues to senior-level business analysts as needed.
• Identify automation and workflow enhancements that reduce manual effort and improve service delivery; escalate challenging enhancements to senior-level analysts for evaluation.
• Evaluate the feasibility, impact and security considerations of proposed system features or enhancements. Ensure business rules, compliance requirements and operational workflows are accurately reflected in system design.
• Maintain an enhancement backlog and prioritize updates using an urgency-versus-impact matrix to ensure improvements align with business priorities.
• Use tools such as Power BI, Excel analytics, or system reporting dashboards to track KPIs, detect anomalies, and identify trends.
• Analyze interdependencies across business processes and systems to prevent downstream impacts during system or workflow changes.
• Develop and propose business cases for process changes or automation solutions, outlining benefits, risks, costs and return on investment (ROI).
• Coordinate system configurations, user roles, permissions and security settings to support system performance, data integrity and compliance with WaTech standards.