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The Customer Operations Call Center Technology – Desktop Tools team is currently seeking a Business Support Analyst. This position would be responsible for supporting business applications used by agents within Customer Operations contact centers and ensuring consistency of these applications across the enterprise with regard to business requirements, configuration and administration, implementation, and adoption. The position will also require the hired individual to coordinate with various stakeholder teams across the company to align these applications with current and future business needs.
Under general supervision, the Business Support Analyst serves as a liaison between the business community and the IT organization and/or vendors in order to provide technical solutions to meet user needs. This role provides complex analysis services, translates user needs into detailed business requirement, supports the business solution implementation journey, performs business rules configuration activities within the applications, and participates in the implementation and support of operations processes that support Customer Operations Desktop Tools
Essential Job Functions:
Actively and consistently support all efforts to simplify and enhance the customer experience
Negotiate agreements and commitments by facilitating communication between business unit(s) and IT and/or vendors from initial requirements to final implementation.
Gather, analyze, refine, validate, document and maintain business requirements for the IT organization and/or vendors for residential and commercial line of business.
Analyze interdependencies, risks, and risk mitigations that could impact or be impacted by the design and delivery of new products, services, processes and/or support technologies. This includes assessing and communicating impacts of functional changes and/or outages to the business.
Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the Customer Operations organization.
Drives business requirement review sessions for tool enhancements based on business needs.
Develop test plans and coordinate software testing.
Coordinates technical pilot deployment activities of business applications across teams in Customer Operations organization.
Perform analysis and follow up of data relating to Customer Operation applications performance and adoption.
Provide Operational Reports on the effectiveness and usage of agent desktop applications
Provide appropriate reports and updates to appropriate stakeholders on a timely basis
Support user access requests for business applications used by agents.
Assist Project Managers in development of project plans and use associated project planning tools as needed.
Participate in evaluations of system enhancements and new technology
Participates in the development of standard processes and procedures for tools requirement elicitations, implementation and operations related to governance, configuration, administration and escalations.
Assist in coordination and participates in activities related to Service Trouble Management, Back-office Case Management, CRM and other Non-CRM Call Center applications.
Assist in coordination and participates in activities related to Business Applications User Feedback Management processes.
Participates in tool and application standardization activities with other business stakeholders.
Perform other duties as requested by supervisor
Bachelor’s Degree in Business Management, Management Information System, Communications or a related or equivalent field is preferred, or relevant work experience is required.
3+ year experience with Business Analysis background required.
3+ year experience in telecommunications industry required.
2+ year experience in supporting rollouts of Business Applications used in call center or field operations environment required.
2+ year experience with managing technological solution development lifecycle, technical products configurations/administrations and large scale product solution rollouts is a plus
Excellent written communication, organizational, time management and problem solving skills are essential.
Familiarity with Windows-based computer software application, including MS Excel, Word, Visio, and Power Point is required.
Must demonstrate the ability to project a positive, professional image and promote positive internal and external customer relationships
Flexibility and willingness to work in a rapidly changing environment and adjust the work in hand to meet revised business requirements.
Must demonstrate the ability to effectively work in cross functional team environment and deliver business results
Education and Experience:
Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience
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