POSITION RESPONSIBILITIES: • Provides clear analysis and documentation of the business and customer use cases, problems and proposed solutions. • Translate business requirements into functional and system requirements that meet customer need and articulate to appropriate IT stakeholders. • Define and document processes, customer segments, needs and requirements. • Define, execute and initiate lean and continuous improvement activities. • Understand the capabilities of IT retail applications and infrastructure and how to best leverage them in conjunction with customer use cases and scenarios. • May participate in the development of marketing and communication strategies and channels for retail services. • Develop processes and mechanisms to gather customer feedback and share with various IT stakeholders in the development of new services or the improvement of existing services. • Observe and evaluate industry trends and benchmarking operations against industry standards. • Participate in benchmarking exercises on service offerings (both internally and externally) against others to drive further transformational productivity. • Provide cost optimization analysis for current and future services. • Work with IT counterparts to provide input into services and capabilities presented in IT strategic roadmaps to ensure there is a tie back to customer segments, needs and requirements. • Work with solution architects, design &engineering teams and operational teams to determine optimal solutions. • Creates documentation, such as functional specifications, workflows, test plans and user guides for the system solutions. • Drive standardization of processes across businesses, where optimal or value is added. • Partner with business stakeholders & IT counterparts to understand and assess impact of changes on end users for new system implementations as well as modifications to existing systems to meet current and future client needs. • Ability to identify and review multiple solutions and lead the selection of the best solution to support the business process with the highest benefit. • Partner with Business Units & Geographies to ensure solutions meet global standards and are flexible to meet local customer segment needs. • Manage expectations of the customer (i.e. balance their needs with wants and educate as appropriate). • Develop solutions to problems of unusual complexity, which require some degree of ingenuity, creatively, and innovativeness. • Develop understanding of the business value drivers that underpin retail services activities, a customer service orientation combined with an aptitude for driving new initiatives through the business. EDUCATION REQUIRED: • Bachelor’s Degree • YEARS OF EXPERIENCE: • 7+ years of IT with B.A or B.S. • 5+ years of IT with M.A. or M.S. DESIRED/PREFERRED QUALIFICATIONS: • Experience in a business analyst role • Experience in Use Case development • Experience in Value Stream Mapping • Experience in business process definition, requirements definition and technology solution research • Change Acceleration Planning (CAP) training • Strong planning, project management and problem solving skills • Certified Business Analyst certification • Methodology and process standardization experience • Experience in facilitating small to large groups through challenging discussions • General understanding of software and information technology solutions and ability to apply to client needs • Goal oriented, task driven decision-making with a strong sense of accountability • Excellent prioritization and team work skills • Strong interpersonal, oral, presentation, and written communication skills • Lean Sigma Green Belt • Ability to understand end-audience needs and requirements • Strong understanding of business processes and vocabulary • Analytical problem solving skills • Good analytical and problem solving skills in issue resolution and integration aspects like interfaces and cross module transactional data. • Detail oriented and organized with the ability to manage multiple priorities.