Business Operations Specialist

BUSINESS OPS SPECIALIST

The Business Operations Specialist provides service delivery support to the Business Operations Management team and LTS department, ensuring efficient execution of daily business operations across systems and functions. This role involves leading, and supporting activities focused on business insights and data aggregation, operational reporting and trend analysis, systems management and testing various operational processes and initiatives.

This position will also have responsibility for business support, testing or ownership of applicable strategic tools, based on identified focus area(s), including:

• LTS Capacity Planner
• LTS Monthly Metrics Dashboard
• PQ Headcount and Expense Analysis Model
• LTS Capability Matrices
• Operational Scorecards
• Operational Health Scoring Model
• Operations Maturity Assessment
• Performance Standards, KPMs/KPIs and SLAs Dashboards
• Headcount Reconciliation and Staffing Trends Analysis Tools
• Business Ops Management Engagement Portal
• LTS Process and Procedure Governance
• LS Change Management Governance
• LTS Change Management Worklist and Prioritization Model
• LTS Project Management and Sponsorship
• Other LTS Business Applications

As a key individual contributor supporting all LTS departments, the Business Operations Specialist will operate with minimal management direction to execute service delivery functions including, test planning and execution, incident reporting, and support governance.

This role requires knowledge of operations management, strong organizational and multitasking skills, business acumen, analytical skills, test planning and execution, as well as the ability to successfully communicate with LTS leadership and line of business stakeholders.

Position Responsibilities:
Test Planning and Execution

• Collaborate with Business Partners to identify that all standard test cases are accounted for in each application for applicable processing steps and actions.
• Attend meetings with project lead and business units to identify testing needs for projects/systems.
• Create a structured test plan aligned with project goals.
• Identify required resources, tools, and environments for testing as well as establishing timelines and milestones for test execution.
• Design and maintain test cases, scenarios, and scripts to effectively track business requirements, ensuring they remain accurate and up to the date.
• Execute test scripts and plans as required
• Define overall testing approach, methodologies and best practices.
• Monitor, report and assist in defect resolution for all projects/system enhancements.
• Assist in maintaining/enhancing the Testing & Support Dashboard, this may include providing information, creating graphs, and/or updating the dashboard.
• Complete adequate testing for applicable products/applications/tools and obtain appropriate stakeholder sign-off.
• Manage LTS Outage email/playbook with Projects and Support team for implementations that impact supported applications.
• Collaborate with management and LTS Projects to provide recommendations and expertise on new initiatives.

Project and Platform Support

• Maintain project plans operational projects, including planning, coordination, and execution.
• Maintain knowledge of applicable enterprise governance and change processes.
• Manage and monitor project progress and ensure the timely completion of deliverables.
• Work collaboratively with LTS departments/Support Function to organize content for Project and Change forums.
• Assist with maintaining and updating Projects & Support Dashboard and applicable content for Projects and Change forums.
• Understand processes associated with products/applications/tools including data flow, users, platforms, etc.
• Ensure an efficient escalation and resolution protocol is in place for any systems issues and/or outages.
• Provide user support related to proper use of the assigned application and/or process clarification.
• Serve as an expert for assigned products/applications/tools through research (internal and external), discovery, validation and customer / user interactions and presentations, white papers, etc.
• Define problems by gathering and analyzing customers, business partners and other related information and data.
• Develop training material and product/application/tool documentation and conduct training as required.
• Assist with the coordination of project implementation, testing, procedures, clean-up, and research for applicable products/applications/tools.
• Partner with the LTS Projects and Support team to manage and support other application systems utilized by business units.

Business Support and Ops Management

• Maintain and administer strategic tools (e.g., capacity planner, capability matrices, departmental dashboards, portals, etc.) and provide technical assistance for underlying platforms.
• Assist with implementation and administration of the Business Operations Management support and service performance metrics.
• Conducts data analysis to derive meaningful insights, empowering leaders to drive strategic business decisions and ensure LTS processes align with corporate guidelines and standards.
• Assist with transforming complex data into actionable insights, enabling leaders to make informed decisions and drive business alignment with strategic objectives.
• Works closely with LTS BROC team to ensure integration with risk and control framework.
• Drive the execution of the LTS process and procedure governance framework, monitors change and risk interdependencies and ensures alignment with corporate framework.
• Facilitate tracking and oversight of process/procedure documentation
• Monitor the adoption, utilization, and proficiency of changes with a defined collection methods.
• Assist LTS departments with clearly defining the objective of a change initiatives as well as defining and monitoring the success of the objectives.
• Conduct impactful data analysis and trend forecasting to provide senior leadership strategic decision-making processes.
• Facilitate tracking and oversight of performance metrics and identification and resolution of any stakeholder/business partner issues.
• Support Business Ops Management team in providing technical assistance to resolve simplistic technical, procedural, and operational issues as they pertain to strategic tools.
• Partner with Business Ops Management team to assess and understand business requirements for the development and implementation of digital solutions (e.g., automated workflows through PowerApps or comparable solutions, etc.).
• Partner with LTS Performance Optimization manager to support initiatives aimed at achieving operational SLAs and aligning performance with industry standards.
• Assist in gathering data from various sources to support metrics analysis.
• Accurately enter data into systems and databases for further analysis.
• Provide administrative support to the Business Intelligence Metric Lead and LTS Performance Optimization manager.
• Other duties as assigned.