Global Operations Business Analyst-Technical Business Support

This role requires being in office in Atlanta.

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

About the role

The Business Analyst empowers customers to succeed with the develop and implementation strategic technology solutions and support. This may include working through our digital strategy and implementing automation solutions using technologies including AI, natural language processing, and robotics used across the insurance life cycle and value chain.

You will act as a liaison, providing capability, application, and process information on new and inflight technology applications. You are able to develop sound knowledge of applications and processes to help you understand the context and cause of problems quickly and suggest a solution to the customer. If the issue the customer is facing is beyond the immediate scope, you should escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. The support representatives will work closely with internal teams to provide user acceptance of monthly updates and fixes deployed, as well as raise improvement and enhancement ideas. This role will report to the Technical Business Service group. 

 
Job Responsibilities

• Analyze business requirements and consult with personnel from different departments to identify areas for improvement. You may also analyze business practices, processes, and problems.

• Develop solutions involving process design, software development, or policy changes. They may also create specifications for systems to meet requirements and validate those requirements.

• Provide recommendations new or enhanced systems, software, upgrades, and modifications. They may also advise senior stakeholders on business change priorities.

• Bridge technical teams and business departments to help technical teams and business departments work together to achieve the functional specifications required to meet business needs.

• Conduct market analysis and analyze product lines and the overall profitability of the business. This may also include developing and sharing reports that help managers make better business decisions.

• Plan, manage, and execute business analysis activities throughout the project lifecycle. This may include defining the scope, requirements, and deliverables, conducting research and analysis, facilitating workshops and meetings, and creating and validating models and documents

• Maintain internal logs Identify customer needs and help customers use specific features 

• Take ownership of customers problems and be the single point of contact for all enquiries related to the troubleshooting procedure 

• Resolve product or service problems by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. 

• Escalate unresolved with information about customer issues, resolutions and useful discussions with customers 

• Share feature requests and effective workarounds with customers and team members 

• Inform customers about new features and functionalities 

• Assist in training customers in new features and workarounds 

• Coordinate UA test case creation and execution for incident/problem fixes and monthly release testing 

• Document results of the UA test execution and communicate with the developers regarding the deviations 

• Document the test results and deviations 

• Recommend potential features and enhancements to management by collecting customer information and analyzing customer needs 

• Document resolutions and workarounds in the form of help content or solution articles so that they can be leveraged by others 

What we're looking for

• 5+ years of experience Business Analyst experience

• Ability to work independently and at times directly or indirectly with global business, data, operations, and technology teams; gathering, assembling, analyzing and evaluating facts, data and other information in order to support sound decisions; and serve as contact point for a single or multiple enterprise defined data/busi