Kforce's client, a Detroit MI-based automotive manufacturer who brings engineering, technology, and design together to create innovative vehicles, energy solutions, and in-vehicle services is seeking a Business Analyst in Warren, MI. Summary: The Business Analyst will be responsible for technical problem resolution, while proactively addressing systematic issues impacting subscribers. This person will perform detailed analysis, define requirements, detail process steps, support and develop improvement strategies, resolve validation steps, and build database queries to perform data analysis. Our business is fast paced and constantly evolving to provide -Best in Case- Customer Experiences. Key Tasks: * Work as liaison between technical teams and call center operations to enable successful containment, system improvements and issue resolution * Serve as a third-tier resource coordinating an innovative Connected Operations team to close escalated customer cases at a -Best in Case- pace * Demonstrate an ability to multi-task, get results and collaborate across multiple teams * Gain/exhibit knowledge on myBrand Mobile Application execution and run escalated cases regarding its performance * Advocate change to enterprise processes or applications when issues are detected after resolving root cause and appropriate corrective actions * Perform sophisticated data analysis regarding Call Center performance and impacts to CSAT scoring * Escalate and prioritize issues as needed for root cause analysis and corrective action to SMEs or application teams * Steer technical triages and deliver technical issue content to end users and business owners * Prepare reports and presentations illustrating key performance metrics as needed to management * Resolve operational and technical support enhancements for existing and new services * Document, track and trend escalated cases, production incidents and defect closures