Business Analyst (IT) II

Description:

The Customer Service Technologies (CSTech) group supports technology infrastructure that is essential to client delivering a flawless customer support experience.

The Decision Automation and Product team is responsible for the automation, classification and prioritization of various types of requests that come in from our customers which otherwise would be worked manually. We have a passion to help customers as quickly and accurately as possible.

The Role:

As a Senior Business Systems Analyst within the Decision Automation and Product team you will work with Product Leaders, Operations leaders and business leaders to define and implement on client's strategy for an outstanding decision engine.

The Senior Business Systems Analyst will also work closely with Policy owners to ensure accurate representation of policy and consequences in all business rules.

Responsibilities:

" Requirements elicitation with partners policy managers, business leaders and turn them into a technical solution.

" Documentation of requirements and reports.

" Transforming requirements into succinct user stories

" Analysis of business rules artifacts (requirements documents, process maps).

" Transforming business rules artifacts into functioning rules

Skills and Experience:

" Analytical Thinking ability to analyze information, pull data, compare and contrast trending data to draw conclusions and build action plans.

" Critical Thinking using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

" Organizational and Project Management The ability to use technology and project management skills to pull requirements from a project document and successfully complete in a timely manner.

" Solid attention to detail and accuracy.

" SQL or equivalent experience writing and running database queries.

" Leadership self-motivated, willing to lead, take charge, offer opinions and direction. Escalates appropriately when needed.

" Communication ability to interact with all levels of the organization. Listens openly, understands root causes and clearly conveys messages and information.

" Ability to manage multiple projects and tasks simultaneously

" Teamwork Works effectively with others to accomplish objectives and goals. Proven success in contributing to a team-oriented environment.

Qualifications:

" proven track record as a BSA or in a related field

" Contact center experience is an advantage.

" Understanding of complex global marketplaces is a plus.

Education:
Industry experience > degree

At least 3+ years of experience, open to more experience

Required Testing: Logic trees Navigating within Visio or Lucid experience (nice to have)

Software Skills Required:

SQL or any coding background (nice to have)

Using internal software experience with turning process maps into logic