Business Process Analyst​/System Help Desk

Overview

Position Summary:

The role will be a member of the NGA RORO NSA BPM team to provide service to business stakeholders across NSA Region in support of RORO business processes and their associated IT systems including PRESTO, TOM, and other local systems. The responsibility includes business process analysis, as well as business process improvement through process rationalization and system enhancement. The role requires work with internal groups such as BPM (CAR BPM, Regional BPM, Local BPM) and NBS (NBSA, NBST, NBSSA, NBSE), as well as external groups such as customers, vendors and customs authorities.

The Help Desk supports functions such as Sales, Trade, Customer Service, Documentation, AR, Operations, Cost Control, AP, Customs, and EDI. In addition to the BPM Help Desk, there will be responsibility to complete projects in support of NSA RORO Region.

Essential Job Functions:

• Participate in regular BPM Team meetings to share project status, risks, issues, present proposed solution, and to collaborate on business process and system issues and improvements.
• Conduct regular (e.g., weekly) project meetings in the office with other project stakeholders / departments as needed. Facilitate meetings, capture and investigate issues, and identify / demonstrate solutions.
• Document and communicate business requirements with NBSA for local system enhancements through meetings ensure clear understanding of business needs. In partnership with NBSA, review UAT demonstrations prior to testing; build and share understanding of system enhancement and expected functionality.
• Conduct UAT for system enhancement/system defect tickets. Share details of UAT defects with NBSA through tickets/email and meetings to access priority of defects and identify next steps to resolve defects together with NBSA.
• Collaborate with NSA BPM Manager / Supervisor and other members in the Secaucus office for project planning.

Below is a summary of the remaining responsibilities:

• Execute / Coordinate
  • Resolution of issues / completion of requests from business teams related to business processes or systems.
  • Projects relating to business process improvement and / or system enhancement.
  • Creation of Project Plans for system releases and ad-hoc projects.
  • Regular status meetings with key stakeholders within the business teams and with Business Process Management (BPM) team in Tokyo and IT teams, as required.
  • Business analysis to identify issues and propose solutions.
  • Business Requirements gathering from Business Subject Matter Experts (SMEs) to support Business Process improvements.
  • Business Requirements documentation.
  • Collection and analysis of business justification for system enhancements including return on investment (ROI) calculation (quantified business benefits vs. cost of system enhancement) to provide to management for approval
  • Sign off on Business Requirements, QA test scenarios, QA test results.
  • Sign off on User Acceptance Testing (UAT) – develop and execute user acceptance plans to prove that user requirements and specifications have been properly developed and are ready for production deployment.
• Provide management and status reports
  • Communicate status, risks / issues, and remediation plans to management.
  • Monitor and measure business process efficiency through key performance indicators (KPIs).
  • Escalate any project or activity that is not meeting expectations in schedule or quality.
• Monitor and provide directions on
  • Create enhancement or defect tickets for system changes, monitor status of tickets, perform necessary follow-up actions, and provide status back to business stakeholders.
  • Identify and communicate business priority for system enhancements for given Business domain.
  • Gather and identify business KPI definition…