Our Client, a Banking company, is looking for a Business Analyst III for their Remote location. Responsibilities: + The Business Analyst will support the Employee Enablement group by analyzing and mapping business processes, identifying areas for improvement, and ensuring the effective implementation of solutions. + The analyst will work closely with colleagues in Employee Enablement and other departments to gather requirements, baseline current operating environment, and define strategy and tactical actions to transform the environment. + The role involves collaboration with various stakeholders to enhance the efficiency and effectiveness of Employee Enablement processes and services. + Assess the current state of key employee enablement areas such as the Service Desk/Helpdesk. + Evaluate AI and Chatbot technologies and capabilities being implemented from ServiceNow and Copilot. + Collaborate with the Service Desk, internal EE development team, and the PowerApps team to set a strategy for organizational operational efficiencies. + Create the proposal to transition more to self-help and automation, reducing reliance on actual calls. + Assess trends and opportunities across Financial Services and best-in-class organizations. + Set the direction, create presentations, and develop action plans necessary to execute strategies. + Gather and document business requirements from stakeholders. Requirements: + Strong analytical and problem-solving skills. + Excellent communication and interpersonal skills. + Proficiency in process mapping and documentation tools. + Experience with audit support and control mapping is a plus. + Ability to work independently and as part of a team. + Strong organizational skills and attention to detail. + Prior experience in implementing chat bots, self-help and AI automation into the Helpdesk domain preferred. + Knowledge of CRM systems and process improvement methodologies. + Experience in prior similar projects with a focus on helpdesk or service desk approaches. + Knowledge of ITIL and/or ITSM in this area + Experience with PowerApps. + Some knowledge of AI Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.