Continuous Improvement Analyst

About The Role The successful Continuous Improvement Analyst provides high value service to internal and external clients in an environment that promotes Baird’s culture and the Operations mission and values statement by researching, resolving and responding to daily end user questions received via phone or email. They will support teams as the subject matter expert on regulations and policies with a thorough understanding of end-to-end processes.

Working with project delivery teams, this associate will identify problem areas backed by documented metrics and analysis and collaborate on appropriate solutions.

About The Role The successful Continuous Improvement Analyst provides high value service to internal and external clients in an environment that promotes Baird’s culture and the Operations mission and values statement by researching, resolving and responding to daily end user questions received via phone or email. They will support teams as the subject matter expert on regulations and policies with a thorough understanding of end-to-end processes.

Working with project delivery teams, this associate will identify problem areas backed by documented metrics and analysis and collaborate on appropriate solutions.

• Provide technical support and client service via phone and email to our associates in various business units
• Serve as first point of contact for situations within our branch network and Operations
• Research, troubleshoot and resolve moderate complexity technical issues received via phone calls and emails
• Assist with key system administration including user setup, role and permission setup and error log monitoring

• Assist with manual tests plans for workflow solutions

• Analyze existing automated processes; work with stakeholders to solve process issues, possibly leveraging automation tools with the guidance of others
• Develop minor adjustments to electronic forms and processes solutions with the guidance of others
• Update business process documentation, such as user guides, training materials, process models using Business Process Model and Notation (BPMN) and decision models using Decision Model and Notation (DMN) with the guidance of others

• Develop partnerships with team, functional peers, sponsors, and multiple stakeholders
• Tailor communication appropriately for technical and non-technical audiences with some assistance
• Ability to work with a variety of teams and leaders, proving your ability to be flexible and highly adaptable

• Bachelor’s degree required or equivalent combination of education and relevant experience
• BBA/BS in Management Information Systems, Information Technology Management, Computer Science, Business Administration or Finance is preferred
• 1-3 years of relevant support or client service experience in an enterprise, internship or academic environment
• Basic analytical skills with the ability to perform complex problem solving
• Excellent interpersonal, negotiation and influencing skills leading to trusting relationships with peers, business partners and their leadership team
• Demonstrated relationship builder; able to establish both internal and external working relationships in order to identify and implement strategies for business growth
• Able to implement change effectively and collaboratively in a team environment and with associates at all levels and in all areas of the firm
• Strong computer skills, with experience in Microsoft Word, Excel, PowerPoint, Project, SharePoint and Visio
• Understanding of web-based software applications, technologies and architecture including basic knowledge of IT infrastructure