Job #: 2007
Title: Business Analyst – Voice
This is a traditional Business Analysis role focusing on Metrics. Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) they support, as well as, an understanding of the IT organization’s systems and capabilities. Analyzes business partner’s operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions. Assists in the business process redesign and documentation as needed for new technology. Possesses an understanding of technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprise’s competitive edge. May make recommendations for buy versus build decision. Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience. Typically has 3 to 8 years of relevant technical or business work experience.
Business Analyst with experience in analyzing software product needs and gaps and communicating requirements, timelines and capabilities to a wide group of colleagues, customers and peers to help with our Service Transformation work.
Duties and Responsibilities
Gather requirements to connect channels (call center, mobile app, and etc to create a seamless experience)
Proactively communicate and collaborate with external and internal colleagues and customers.
Lead discussions with clients, vendors and internal resources to elicit and capture requirements and create working solutions.
Understanding of BSA practices and deliverables. Ability to lead teams, create plans & resolve obstacles to achieve deadlines.
Demonstrated ability to create a positive and professional business relationship with internal and external clients & vendors. Ability to take complex processes and build out workflows and process maps.
Expert written and oral communication skills, strong interpersonal skills, and the ability to interact professionally with a diverse groups, executives, managers, and subject matter experts.
Experience working with Jira.
Working knowledge of Call Routing, IVR, Workforce Management (WFM), Speech Analytics, CTI.
Working knowledge of Omni Channel experience – Chat, CoBrowse, ScreenShare, Chabot, SMS, Email, Web.