Alight Solutions - Denver, CO
posted 3 months ago
The Delivery Analyst (DA) plays a crucial role in supporting ongoing delivery to clients by addressing issues, managing Change Requests (CRs), and adhering to standardized processes that contribute to achieving Service Levels (SLAs or RSLs) and Key Performance Indicators (KPIs). This position requires active interaction with clients and vendors, including coaching and mentoring staff, conducting team audits, and providing training. The DA will also be involved in various projects and change requests, identifying and resolving issues through root cause analysis and implementing effective solutions. Additionally, the role encompasses process creation, requirements gathering, and improvement initiatives within the process and knowledge area. The Delivery Analyst is expected to support, coach, and train global team members, ensuring a high standard of service delivery. In terms of domain knowledge, the DA serves as a subject matter expert across multiple process and knowledge areas, educating colleagues and clients alike. They are responsible for researching and providing insights on industry and company best practices, ensuring that processes are standardized according to Aon Hewitt best practices. The DA actively seeks to identify and implement ideas for improving domain-specific processes and methodologies, providing valuable feedback on new products, services, and projects. They also support system changes through the change request process, both internally and with clients. The DA is tasked with understanding processes and documentation to facilitate client or service transitions and ongoing work. Effective communication with clients and internal partners is essential for analyzing and resolving issues or project impacts. The DA leads client interactions and facilitates discussions on client touchpoints, ensuring that all aspects of service delivery are addressed. In project execution, the DA creates detailed functional business requirement specifications and ensures proper testing hand-offs for integration testing. They conduct stakeholder interviews and workshops, monitor project scope, and evaluate any requested changes for their impact on the project and business needs. The DA provides status reports and communicates changes in processes for project assignments, assisting in Quality Assurance (QA) and knowledge management. They estimate, schedule, and monitor all work activities related to projects, identifying issues and driving improvements. Management responsibilities include working with third-party providers to ensure seamless process delivery, leading process improvements for existing processes, and supporting the creation of new processes with a focus on upstream and downstream impacts. The DA identifies and resolves escalations or complex issues, ensuring that aligned Service Level Agreements (SLAs) are met. They guide and support client delivery for new and existing colleagues, determining when inquiries exceed the scope of Aon Hewitt's responsibilities and escalating as necessary. The DA also supports the internal and external Change Request process, assists with documentation training for maintenance releases, and oversees global sourcing initiatives. They provide investigation support on regulatory and compliance issues and ensure that the service delivery model is adhered to by challenging requested custom functionality and offering alternative solutions. Additionally, the DA assists in annual Business Continuity preparation events.