Business/Process Analyst presso Mercedes-Benz Financial Services USA LLC

%3Cp%3EAbout Us:%3C/p%3E%3Cp%3EWho is Mercedes-Benz Financial Services?%3Cbr%3EMercedes-Benz Financial Services, part of the global company Mercedes-Benz Mobility AG is the captive financing and mobility solutions company of the global luxury automobile manufacturer, Mercedes-Benz AG. We offer a comprehensive range of automotive financial and insurance products that make it easy for our customers to drive their dream Mercedes-Benz vehicle. %26nbsp;%3Cbr%3E%26nbsp;%3Cbr%3EWhy work at Mercedes-Benz Financial Services?%3Cbr%3EWorking at Mercedes-Benz Financial Services is more than a job – it’s an opportunity to join an innovative team where you are valued for your contributions. As an employee, you will experience career development in a positive, employee-centric environment. We’re a global company that not only offers best-in-class products to our customers but also best-in-class benefits to our employees. Our employees experience a comfortable, friendly environment and relaxed, inclusive culture. %26nbsp;%26nbsp;%3C/p%3E%3Cp%3EBenefits%26nbsp;%3C/p%3E%3Cp%3EWhen working at Mercedes-Benz Financial Services, you will enjoy a comprehensive and amenity-rich benefits package offering something for every employee at each stage of their life. %26nbsp;%26nbsp;%3Cbr%3E%26nbsp;%3Cbr%3EAs a new employee, you will have the opportunity to take advantage of the following benefits that go beyond – beginning day one:%3C/p%3E%3Cul%3E%3Cli%3EGet Rewarded!%26nbsp;Competitive salary plus an annual bonus based on company performance and/or personal yearly performance%26nbsp;%26nbsp; %26nbsp;%3C/li%3E%3Cli%3ENeed a vacation?%26nbsp;How about just some time for YOU! In addition to our vacation time, you’ll receive nine (9)%26nbsp;additional corporate holidays and six (6) Personal days, which will allow you to celebrate religious holidays or escape to the spa! Designed to be flexible, we let you decide which days are most important to you!%3C/li%3E%3Cli%3ERide in Style -%26nbsp;All employees are eligible to participate in the Mercedes-Benz Employee Lease Program%26nbsp;%3C/li%3E%3Cli%3EWe want you to be healthy!%26nbsp;%26nbsp;Outstanding medical, dental, and vision insurance, employer-paid short and long term disability plus on-site exercise facilities%3C/li%3E%3Cli%3EIs your family growing?%26nbsp;%26nbsp;Enjoy generous paid Family Leave Programs %26nbsp;- Six Weeks for New Parents; Two Days for New Grandparents; as well as Adoption Expense Reimbursement Programs - up to %246k per child%26nbsp;%26nbsp; %26nbsp;%3C/li%3E%3Cli%3EWant to go back to school?%26nbsp;%26nbsp;Tuition Assistance Scholar Program - receive up to %245,250/year in vouchers to complete business-related coursework%3C/li%3E%3C/ul%3E%3Cp%3EJob Overview:%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3EThe scope of the Business/Process Analyst role, for the Call Center Services (CCS) team, supports domain growth and prioritization, strategic process enhancements, research, maintenance, production support, generating data, user access management, providing training and documentation for the following CCS applications: Genesys PureEngage ACD, SpeechMiner, CX Insights, CX Contact, Pulse, Genesys Cloud IVR and language interpreter services. In addition, the team is in the process of migrating to Genesys Cloud for all telephony applications. Therefore, this role includes gathering requirements and translating them into user stories with acceptance criteria, collaborating with the Product Owner on the product backlog, testing, and ensuring the final product aligns with business goals through continuous feedback and analysis. The role also includes collaborating, and maintaining relationships, with Operations Management, IT, Data Insights Advanced Analytics (DIAA) and vendors.%3C/p%3E%3Cp%3EResponsibilities:%3C/p%3E%3Cul%3E%3Cli%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3ESupport in managing consultation services with business management on requested enhancements to CCS applications for optimal customer experience. This will include understanding and adapting to business needs, gathering requirements, providing recommendations on the customer experience, and effectively communicating with both business and IT partners to achieve expected goals. (40%)%3C/p%3E%3C/li%3E%3Cli%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3EAnalysis and Support: Analyze requested enhancements or system updates to CCS applications. Coordinate domain prioritization for business demands in collaboration with the business, IT, vendors and supporting departments for all CCS applications. Engage appropriate parties for outages, emergency changes, or testing. (20%)%3C/p%3E%3C/li%3E%3Cli%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3ETraining/System Processes: As new enhancements and features are implemented into CCS applications, CCS is responsible for providing documentation, training, and communication of these efforts. This position will include coaching and/or facilitating training on the use of CCS applications. Some process mapping may be developed to convey functionality to our business partners. (20%)%3C/p%3E%3C/li%3E%3Cli%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3EParticipate in an agile release train with CAC as MBFS prepares to migrate its current telephony platforms to the company%27s global Genesys instance. Once migrated, CCS will continue to participate in the CAC agile release train for future product enhancements. (20%)%3C/p%3E%3C/li%3E%3C/ul%3E%3Cp style=%22font-family:Arial;margin-bottom:0px;margin-top:0px;%22%3E%26nbsp;%3C/p%3E

Qualifications:

Applicants must be legally authorized to work in the U.S. at the time of application. Relocation assistance will not be provided for this position. 
This position requires a minimum of 2 years of overall work experience. Preferred experience includes:

• Business-General: 1 year
• Collections: 1 year
• Credit: 1 year
• Customer Service: 1 year
• Information Technology: 1 year
• Remarketing: 1 year 

Education:
High School Diploma/(GED) is required, Bachelor's Degree is preferred. 

Skills:

• Analytical skills:

  • Ability to Formulate and test hypotheses for the purpose of forecasting outcomes

• Facilitation skills

• IT skills:

  • Testing

  • Operating systems

• PC skills

  • Microsoft Office

  • Corporate Mainframe

• Presentation skills

• Problem Solving skills

• Project Management skills

  • Team member

Additional Skills:

• Excellent oral and written communication skills

• Organizational skills

Recommended Prerequisites:

• Business Analyst; Client Services; Collections; Retail Credit; Remarketing

   

Posting Statement

If you were not re-directed successfully after clicking the “Apply for this job” button, please click the following link to search and apply for the role on the local career portal: https://daimler.taleo.net/careersection/ex/jobsearch.ftl

 

Mercedes-Benz Financial Services offers competitive salary, performance-based bonuses and a full suite of benefits including 401(K) with match, generous vacation and personal time, a Mercedes-Benz car program as well as flexible work arrangements. 

 

EEO/Minorities/Females/Disabled/Vets

 

#LI-JM2 

Candidarsi ora