Global Operations Business Analyst-Technical Business Support

Who we areAmerican International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.About the roleThe Business Analyst empowers customers to succeed with the development and implementation of strategic technology solutions and support. This may include working through our digital strategy and implementing automation solutions using technologies including AI, natural language processing, and robotics used across the insurance life cycle and value chain.You will act as a liaison, providing capability, application, and process information on new and inflight technology applications. You are able to develop sound knowledge of applications and processes to help you understand the context and cause of problems quickly and suggest a solution to the customer. If the issue the customer is facing is beyond the immediate scope, you should escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. The support representatives will work closely with internal teams to provide user acceptance of monthly updates and fixes deployed, as well as raise improvement and enhancement ideas. This role will report to the Technical Business Service group.Job ResponsibilitiesAnalyze business requirements and consult with personnel from different departments to identify areas for improvement. You may also analyze business practices, processes, and problems.Develop solutions involving process design, software development, or policy changes. Create specifications for systems to meet requirements and validate those requirements.Provide recommendations for new or enhanced systems, software, upgrades, and modifications. Advise senior stakeholders on business change priorities.Bridge technical teams and business departments to help achieve the functional specifications required to meet business needs.Conduct market analysis and analyze product lines and the overall profitability of the business. Develop and share reports that help managers make better business decisions.Plan, manage, and execute business analysis activities throughout the project lifecycle, including defining the scope, requirements, and deliverables, conducting research and analysis, facilitating workshops and meetings, and creating and validating models and documents.Maintain internal logs. Identify customer needs and help customers use specific features.Take ownership of customer problems and be the single point of contact for all inquiries related to troubleshooting procedures.Resolve product or service problems by clarifying the customer’s issue, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.Escalate unresolved issues with information about customer issues, resolutions, and useful discussions with customers.Share feature requests and effective workarounds with customers and team members.Inform customers about new features and functionalities.Assist in training customers in new features and workarounds.Coordinate UA test case creation and execution for incident/problem fixes and monthly release testing.Document results of the UA test execution and communicate with developers regarding deviations.Document the test results and deviations.Recommend potential features and enhancements to management by collecting customer information and analyzing customer needs.Document resolutions and workarounds in the form of help content or solution articles for others to leverage.What we're looking forAbility to work independently and at times directly or indirectly with global business, data, operations, and technology teams; gathering, assembling, analyzing, and evaluating facts, data, and other information to support sound decisions.Ability to provide necessary support to enable architects, technical and business system analysts to formulate and implement technical solutions.Excellent organizational and communication skills to facilitate key business decision-making.Comfortable in a dynamic environment with continuously changing priorities.Ability to develop traditional and non-traditional solutions to meet conflicting priorities.Ideal ExperienceBachelor's Degree in Business Administration, Data Science, Finance, Information Technology, and/or Computer Science or equivalent combination of work experience and education.Strong business knowledge, preferably in commercial insurance.Fundamental understanding of the insurance process, life cycle, and lexicon.High level/advanced proficiency in Microsoft Office products required. Knowledge of other software packages/platforms (e.g., SQL, Informatica, SAS, GIS, etc.) preferred.Experience with Agile methodology is helpful.Enjoy benefits that take care of what mattersAt 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.Reimagining insurance to make a bigger difference to the worldAmerican 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 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 belongingWe’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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs). The diversity 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 .

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