Business Analyst - Warranty

Join us as a Business Analyst - Warranty to play a crucial frontline role that will make the most of your technical expertise.

With over 20 years of experience, we are one of the warranty and service industry's leading providers, which is why many of the world's largest and most respected brands choose us. When retailers or manufacturers want flexible and innovative service solutions that will ensure the focus of building customer retention and customer satisfaction, they turn to us.

The Business Analyst position is aligned with our internal business teams to support a variety of task such as user requirements gathering, documentation of business processes/enhancements, data analytics, user story development, and coordination with the business stakeholders and clients for user acceptance testing.  The position will be working in a collaborative team environment, with independent duties. The Business Analyst role works on the support and implementation of our new Warranty Information and Servicer Hub (WISH) platform, along with supporting new and enhancements to our business processes.  This role will work closely with the WISH product owner and the lead IT QA contact, to lead the WISH user acceptance testing for the business and manage communication to and feedback from our business functional areas.  This role will be working with the business functional areas to establish and manage the business test cases, lead/participate in user acceptance testing, coordinate with the business teams to identify additional business testers as needed.   The business analyst will coordinate feedback from the business team on issues identified during testing, verify results and enter defects into Jira as bugs or initiate user stories for functional gaps.   The role will also notify the business areas regarding production releases and be the key contact post-launch for issues.   The business analyst will participate along with the WISH product owner to coordinate any user acceptance testing and communication with the client.  Responsibilities include, but not limited to writing user acceptance test case, meeting with the business functional areas regarding issues/inefficiencies and/or data anomalies with WISH, manage bugs tickets in Jira to document defects, communicate with the business on production releases and general feedback.   This role will be responsible for assisting the business in entering needed requirements for any issues/gaps identified during testing or post launch.  Which could include side-by-sides within the call center (i.e. front-line agents, claims, service) to review the functionality of the system to help identify operational gaps.  In addition, this role will work with the business areas regarding any training needed on new functionality or general understanding on the WISH platform.

How you will create an impact
• Work with business teams to lead, support and participate in business user acceptance testing.
• Communicate with business owners/users regarding production releases and training.
• Manage the entry of Jira tickets to document issues during testing or functional gaps post launch
• Coordinate sign-off from the business on user acceptance testing
• Provide oversight for the business to enter new requirements identified during testing or post-launch
• Point of contact for the business areas on questions on WISH functionality and usability
• Perform side-by-sides with the call center (front-line agents, claims, service) to review WISH 
    functionality and potential gaps/enhancements to the workflow.
• Provide oversight to ensure business requirements are delivered 
• Performs other duties as assigned or requested

What you'll need to succeed
• 2 years in a business analyst role or business support role, with experience analyzing and solving 
   business problems from requirements gathering to successful solution implementation
• Analytical, decision making and problem-solving abilities
• Ability to manage multiple deliverables
• Strong communication skills
• Experience supporting business operational processes such as front-line call agents, claims and service.
• Demonstrated strategic thinking and ability to collaborate with diverse stakeholders
• High sense of ownership and responsibility to all stakeholders to ensure work quality
• Experience with Jira and/or Confluence a plus
• Bachelor’s Degree with business or equivalent work experience.

Ready to take your career to the next level? We would love to hear from you.

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At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.