Business Analyst (Workforce Management, NICE-IEX)

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

Role Description and Mission:

Manages a portfolio of applications that support a wide variety of business functions. Such business applications are primarily used by internal personnel, but in some cases are used by outside vendors and clients as well. Most applications reside in a web-based platform like SharePoint, or an online database tool like QuickBase.

Key Outcomes:

• Performs administrative duties for managed applications by establishing role-based permissions and granting user access.
• Defines templates and standards-of-use for each application.
• Reviews the work of others and enforces standards-of-use.
• Provides direct support and consulting to end-users, assisting in the development of department-specific applications or reports as assigned.
• Supports coordination of end-user activities, user group meetings and other related end-user events.
• Provides training to sub-domain experts.
• Provides Tier 1 triage for reported issues within the managed set of applications.

Skills, Education and Experience:

• Experience working with NICE IEX.
• Bachelors degree or equivalent experience.
• 2-4 years business experience.
• Working knowledge of computer systems, concepts and technologies related to databases and knowledge management.
• Working knowledge of report-building tool preferred.
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• United States: AZ, FL, NM, TN, TX, and VA