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Job Description

BUSINESS OPS ANALYST The Business Operations Analyst 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 assisting, 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 Portal Other LTS Business Applications As a key individual contributor supporting all LTS departments, the Business Operations Analyst 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, technical 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. Develop test scripts and plans to track business requirements and maintain test scripts are up to date. Execute test scripts and plans as required. 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 Provide support for operational projects, including planning, coordination, and execution. Maintain knowledge of applicable enterprise governance and change processes. Support the monitoring of project progress and ensure the timely completion of deliverables. 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. 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

Qualifications

Position Qualifications:

+ Bachelor's Degree from an accredited university in Business, Finance, or other related degree

+ 5 years of experience supporting commercial lending functions and/or commercial lending operations

+ 4 years of experience in proficiency in commercial lending software, MS Office Suite, or other related technology/applications

+ 3 years of experience in Operations Management, Project Management, Process Management, Application Management, or related discipline

+ 3 years of experience Identifying, assessing, planning, monitoring organizational data metrics, reporting and related software

+ 3 years of experience in Financial Services, Banking, or Manufacturing industry with specific emphasis on service delivery management / business inteligence /ops support or related discipline

About Comerica

We know our employees are critical to our overall success and we are dedicated to investing in their future. One of the ways we do this is to offer a comprehensive Total Rewards package designed to recognize and reward individual performance, as well support health, well-being, development and security for our colleagues and their family. Total Rewards consists of cash compensation, development and flexible benefit programs designed to meet individual needs today and in the future. Your salary will be commensurate with your work experience and our programs are reviewed regularly to ensure each remain competitive. We are proud to offer benefits such as health and welfare programs, strong retirement benefits, and generous paid time off programs. You and your eligible family members, including domestic partners and their children, can participate in medical, dental, and vision benefits, 401(k) and pension, income protection benefits such as life insurance, AD&D, and supplemental health programs to offset unexpected health care expenses. We also have a variety of time off programs for things like vacation, sick time, disability, and parental leave. Eligibility for some programs varies based on employment status and tenure.

Upon offer, Comerica conducts a comprehensive background and fingerprint check. Your fingerprints will be used to check the criminal history records of the FBI and may be subscribed in the FBI's Record of Arrest and Prosecution Background ("RAP Back") service, which provides ongoing notification to the Company of any updates to your criminal history.

NMLS certification requirement: where applicable, a favorable background check screening, credit check, fingerprint check, and NMLS certification is required in accordance with the SAFE Act.

Comerica Incorporated (NYSE: CMA) is a financial services company headquartered in Dallas, Texas, and strategically aligned into three major business segments; the Commercial Bank, the Retail Bank, and Wealth Management. Comerica's colleagues focus on relationships, and helping people and businesses be successful. In addition to Texas, Comerica Bank locations can be found in Arizona, California, Florida and Michigan, with select businesses operating in several other states, as well as in Canada and Mexico.

Comerica is proud to be an Equal Opportunity Employer-disability/veteran