KEY RESPONSIBILITIES/ACCOUNTABILITIES
Under limited supervision, designs, specifies, implements, and maintains automated and manual processes in support of business needs and/or corporate strategy.
Coordinates process design or re-engineering in conjunction with utilizing internal project management methodology.
Acts as liaison between Technical Support Portal teams, product line process owners, and end users while eliciting requirements for process improvement.
Works with customers to understand their business processes and needs while managing expectations within the scope of existing business strategies.
Uses process improvement techniques to identify and resolve opportunities for improvement.
Simulates user issues to resolve operating difficulties and may recommend system modifications or enhancements to reduce end user problems.