Lead, System Analyst

Job Summary

Lead, Systems Analyst. Enable Deployment of Global Tools and analysis of new business process initiatives for Front office Customer Support, Services and Customer experience in International Operations Demand Intake & Requirements Management: Capturing and shaping business needs from International Operations Zones. Liaise with Zone BRMs for new Front Office requirements. Act as the primary interface with Business Relationship Managers (BRMs) and Global domains to capture new needs coming from the Customer Care and Services business teams in the zones. Track progress of zone-specific initiatives. Ensure visibility and follow-up on demand pipeline-monitor status, prioritization, and closure of requests.

Responsibilities

• Demand Intake & Requirements Management: Capturing and shaping business needs from International Operations Zones.
• Liaise with Zone BRMs for new Front Office requirements.
• Act as the primary interface with Business Relationship Managers (BRMs) and Global domains to capture new needs coming from the Customer Care and Services business teams in the zones.
• Track progress of zone-specific initiatives.
• Ensure visibility and follow-up on demand pipeline-monitor status, prioritization, and closure of requests.
• Stakeholder Connectivity & Governance: Acting as the bridge across global and regional teams.
• Coordinate zone/country-specific needs with Global Domain and Capability leaders.
• Translate local requirements into capability discussions with global owners to ensure alignment and prioritization.
• Connect Zones with Domain and Digital Leaders.
• Facilitate collaboration between business zones and Global Directors and VPs to accelerate decision-making.
• Business Process Alignment: Ensuring business processes align with the Globally aligned future state.
• Analyze business process impact in the context of Unify.
• Evaluate how existing workflows and tools will need to evolve for Unify readiness (process harmonization, simplification).
• Enable zones to analyze Front Office impacts for Unify.
• Help regions independently assess their gaps and readiness for Unify transformation.
• Adoption & Value Realization: Ensuring deployed tools are actually used and generate business impact.
• Enable improved adoption of deployed tools.
• Support in change management, training, and engagement so that business teams actively use the tools post-deployment.
• Track adoption for best-of-breed applications.
• Monitor usage metrics (e.g., active users, transactions) for key global tools to ensure they deliver expected value.
• Enable countries and zones to improve global KPIs.
• Support regions in aligning with global performance indicators and improving measurable outcomes.
• Technical Debt & Landscape Optimization: Assist in reducing capability-specific Technical Debt across zones.
• Identify Shadow IT or legacy tools and support migration toward standardized global solutions.
• Assist Zones on Technical Debt initiatives for the Front office landscape.
• Partner with zones to execute clean-up initiatives (e.g., decommissioning, consolidation, modernization).

What's in it for me

• Opportunity to mentor others and grow your leadership capabilities.
• Meaningful work where your contributions directly shape technology solutions.
• Supportive team environment that values expertise and invests in your development.
• Flexible work options designed to help you thrive professionally and personally.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.