Hybrid Business Platforms Analyst at AAA Washington

BUSINESS PLATFORMS ANALYST

WHAT YOU’LL DO:

Responsible for the stewardship of key business line platforms that support sales and customer support agents of AAA’s Insurance and Travel Sales teams. Provides project and testing support for business platforms. Performs research, analysis, review, development, implementations, and testing of new and/or revised products/services. Acts as a liaison with users and other stakeholders testing interfaces or processes. Compiles and analyzes information for an assigned project making recommendations based on findings.

WHO WE ARE: 

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we’ve served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply

        WHY YOU’LL LOVE WORKING AT AAA WASHINGTON:

You’ll play an important role in bringing AAA Washington’s spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Work closely with Project Managers, IT, business line trainers, other Project Analysts, and department leaders to define business requirements and identify opportunities for improved                  automation.

• Analyze business systems and operations processes to identify opportunities for improvements and enhancements.

• Serves as a systems administrator for the assigned platform(s) within assigned business line.

• Collaborate in process and workflow development for the various platforms in the assigned line of business and enterprise-wide platforms such as: Genesys Cloud, Applied Epic, IBQ Rater,            DocuSign, Insurance Sharepoint Resource Site, Future Assets, and other operational platforms.

• Responsible for assessment, implementation, and training of configuration and workflow changes in platforms dedicated the assigned line of business, following appropriate change management and testing procedures.

• Collaborate with program owners within the Project Management Office (PMO) to define change requirements and support the change management process for enterprise-wide platforms used across all areas of the business.

• Establish and maintain excellent working relationships with key stakeholders.

• Serve as a Subject Matter Expert (SME) on the assigned business platforms and major project launch activities to support,                   collaborate, coordinate, communicate and deploy updates and changes and make recommendations for configuration and integration with other systems in partnership with IT and/or Project Management Office (PMO).

• Create, maintain, and audit business line systems processes, workflows, and procedures.

• Responsible for implementing and supporting major upgrades, enhancements, or incident resolution for assigned platforms, in coordination with IT and/or Project Management Office (PMO) and/or other stakeholders.

• Coordinate testing with end users, document feedback and collaborate with stakeholders on any needed adjustments.

• Responsible for planning, coordinating, and configuring changes that have been approved and authorized by IT and/or Project Management Office (PMO).

• Required to follow all standard processes for platform lifecycle management, including planning, testing, and implementation of changes.

• Serve as the primary point of contact with specified platform vendors for assigned business line.

• Support Stakeholders, Sponsors and end-users with post deployment support and activities.

• Partner with training and leadership to support the needs of new and existing team members.

• Communicate roadmaps, feature releases and capabilities of the platform(s) as it/they evolve with impacted stakeholders.

• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.

• Incorporates AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values.

SUPERVISORY RESPONSIBILITIES:

• This job does not have supervisory responsibility.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree (B.A.) in Business, Economics, Finance, Statistics, Computer Science or similar from four-year college or university or equivalent experience.

• Minimum 2 years related experience, including process design, project management and team projects.

• Minimum 2 years related experience performing platform configurations, creating workflows and analyzing data to identify and create effective technology solutions.

• Intermediate level skill with Microsoft Office 365 products, including Outlook, Excel, Work, PowerPoint and Teams.

PREFERRED QUALIFICATIONS:

• Experience working in the Travel or Insurance industry

• Project management experience

• Experience with Salesforce

• Experience selling directly to customers

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

KNOWLEDGE, SKILLS, ABILITIES:

• Technical aptitude in systems and processes.

• Ability to communicate clearly and professionally both verbally, one on one and in group presentation, in writing, and utilizing effective listening skills.

• Ability to clearly communicate technical solutions to non-technical stakeholders. • Highly effective facilitation and project management skill sets.

• Ability to use appropriate interpersonal styles and methods to reduce tension or conflict, relate positively to people in stressful situations, and remain calm under pressure.

• Strong problem-solving skills.

• Ability to address multiple demands and adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, simultaneous demands or transitions into new assignments.

• Able to make timely and sound decisions, understanding the impact and implications and providing feedback on outcomes.

• Willing to take extra measures and independent action to solve problems and get work done when the situation calls for it while holding self and others accountable.

• Skill in working as part of a diverse team, collaborating with colleagues, establishing rapport and gaining the trust of others including AAA Members and Customers.

• Capable of mentoring, motivating and guiding others toward both individual and organization goals and to fulfill the shared vision and influence organizational change.

SALARY:

• Hiring Range: $78,642-$90,372 annually

• Full Pay Band for the Role: $78,642-$102,204 annually

Actual pay will be based on factors such as experience, skills, and internal equity.

BENEFITS WE OFFER:

• Health insurance (medical, vision, dental and prescription drug)  

• Up to 22 days of Paid Time Off (PTO) in the first year

• Eleven paid holidays in addition to PTO

• 401(k) with Employer Match  

• Life, Short-Term Disability and Long-Term Disability insurance  

• Flexible Spending Accounts  

• 4 Hours of Volunteer Time Off per year  

• On-Demand Pay / Earned Wage Access 

• Free Premier RV AAA Washington Membership  

• Travel, Insurance, and Membership Discounts and Perks  

• Paid, on-going training throughout your career  

• THRIVE wellness program  

• Tax-advantaged commuter benefit  

• Free parking  

• Financial Literacy Education 

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• Hybrid work from home and office required.

• The physical environment is typical of a standard office space.  It requires the employee to work inside for the duration of work.  Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines. 

OTHER:

• Equipment used: Computer, various virtual technologies and programs, other office equipment.

• Travel: Rarely Travel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER:

Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.