Business Operations Analyst

BUSINESS OPS ANALYST   The Business Operations Analyst provides service delivery support to the Business Operations Management team and LTS department, ensuring efficient execution of daily business operations across systems and functions. This role involves assisting, leading, and supporting activities focused on business insights and data aggregation, operational reporting and trend analysis, systems management and testing various operational processes and initiatives. This position will also have responsibility for business support, testing or ownership of applicable strategic tools, based on identified focus area(s), including:

• LTS Capacity Planner
• LTS Monthly Metrics Dashboard
• PQ Headcount and Expense Analysis Model
• LTS Capability Matrices
• Operational Scorecards
• Operational Health Scoring Model
• Operations Maturity Assessment
• Performance Standards, KPMs/KPIs and SLAs Dashboards
• Headcount Reconciliation and Staffing Trends Analysis Tools
• Business Ops Management Engagement Portal
• LTS Process Portal
• Other LTS Business Applications

As a key individual contributor supporting all LTS departments, the Business Operations Analyst will operate with minimal management direction to execute service delivery functions including, test planning and execution, incident reporting, and support governance. This role requires knowledge of operations management, strong organizational and multitasking skills, technical acumen, analytical skills, test planning and execution, as well as the ability to successfully communicate with LTS leadership and line of business stakeholders.   Position Responsibilities: Test Planning and Execution

• Collaborate with Business Partners to identify that all standard test cases are accounted for in each application for applicable processing steps and actions.
  Attend meetings with project lead and business units to identify testing needs for projects/systems.
• Develop test scripts and plans to track business requirements and maintain test scripts are up to date.
• Execute test scripts and plans as required.
• Monitor, report and assist in defect resolution for all projects/system enhancements.
• Assist in maintaining/enhancing the Testing & Support Dashboard, this may include providing information, creating graphs, and/or updating the dashboard.
• Complete adequate testing for applicable products/applications/tools and obtain appropriate stakeholder sign-off.
• Manage LTS Outage email/playbook with Projects and Support team for implementations that impact supported applications.
• Collaborate with management and LTS Projects to provide recommendations and expertise on new initiatives.

Project and Platform Support

• Provide support for operational projects, including planning, coordination, and execution.
• Maintain knowledge of applicable enterprise governance and change processes.
• Support the monitoring of project progress and ensure the timely completion of deliverables.
• Assist with maintaining and updating Projects & Support Dashboard and applicable content for Projects and Change forums.
• Understand processes associated with products/applications/tools including data flow, users, platforms, etc.
• Ensure an efficient escalation and resolution protocol is in place for any systems issues and/or outages.
• Provide user support related to proper use of the assigned application and/or process clarification.
• Serve as an expert for assigned products/applications/tools through research (internal and external), discovery, validation and customer / user interactions and presentations, white papers, etc.
• Define problems by gathering and analyzing customers, business partners and other related information and data.
• Develop training material and product/application/tool documentation and conduct training as required.
• Assist with the coordination of project implementation, testing, procedures, clean-up, and research for applicable products/applications/tools.
• Partner with the LTS Projects and Support team to manage and support other application systems utilized by business units.

Business Support and Ops Management

• Maintain and administer strategic tools (e.g., capacity planner, capability matrices, departmental dashboards, portals, etc.) and provide technical assistance for underlying platforms.
• Assist with implementation and administration of the Business Operations Management support and service performance metrics.
• Facilitate tracking and oversight of performance metrics and identification and resolution of any stakeholder/business partner issue