Analyst II

Analyst II
US - NY - Syracuse

  • Analyst II in Syracuse, NY
  • 2 months contract
  • Responsible for leveraging technology to deliver reporting, data analysis, and key performance indicators that demonstrate to customers the quality of service being delivered. 
  • Support the analysis of systems and processes across business functions in order to identify inefficiencies and opportunities for improving operational and customer service performance. 
  • Provide data analysis to support delivering business results, improving service delivery, maintaining compliance and governmental reporting. 
  • Use root cause analysis and data analytics, leveraging Six-Sigma and Lean techniques, to investigate the cause of performance issues and co-develop countermeasures and action plans with the business. 
  • Assess the value, feasibility and risk of process initiatives, in order to provide a set of priorities. Record the benefits of improvement initiatives in order to share best practices and help demonstrate value. 
  • Assist with the development of compelling business cases to obtain stakeholder buy-in. 
  • Develop and integrate process improvement change plans, ensuring effective communications and successful engagement. 
  • Acquire up-to-date information regarding industry best practices and latest technology to improve internal practices, reduce operational cost and increase operational efficiency. 
  • Facilitate workshops and meetings, using cross-functional teams to undertake analysis, solve problems, drive engagement and develop solutions to process issues. 
  • Demonstrable processes improvement experience within complex organizations 
  • Awareness of HR Processes and willingness to develop processes for recruitment, position management, compensation etc 
  • Ability to write Standard Operating Procedures, Job Aids, and Work Instructions 
  • Basic project management experience and understanding 
  • System knowledge desired in SAP and/or Success Factor 
  • Preferred four-year professional degree or equivalent: Human Resources experience desired. 
  • Process methodology experience in Six Sigma, Lean Six Sigma or equivalent. 
  • Previous working experience with Customer Service toolsets and technology (e.g. Case Management System, Knowledge Base System) desired. 
  • Leadership, communication, training, workshop and meeting facilitation experience required. 
  • Knowledge of relevant project management methods and experience managing project teams with cross-function projects enabling teams to operate innovatively, effectively and efficiently. 
  • Ability to see multiple relationships between data to identify root causes of a problem and develop permanent solutions to systematic issues 
  • Exceptional ability to partner with key stakeholders to resolve issues and implement process improvements 
  • Ability to travel to other National Grid locations required (20%) 
  • Tools/Technology: MS Visio and Excel (VLOOKUP and Pivot Tables) experience desired. 
  • Ability to work with ambiguous project definitions, to function in unstructured work situations, and drive structure into such situations 
  • Demonstrated ability to influence project stakeholders on all levels as to the business benefits of identified initiatives 
  • Highly analytical and innovative

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