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Jr. Business / Systems Analyst
Gannett
Cincinnati, OH, United States
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The Jr. Business / Systems Analyst will be responsible for providing and maintaining world class tools and systems to support our Post Sales organization. In this role, you will develop and execute a comprehensive tools and systems strategy to support the business needs of the Gannett/ReachLocal post sales organization.
This position reports into the Director of Service Operations.
Responsibilities include:
• Continually improve the customer and employee experience by understanding their needs and translating them into automated solutions
• Work with product and business systems teams to develop solutions that will ensure our clients have a great experience with our services team at each stage of their journey. This includes monthly client push reporting, order entry, and billing (to name a few)
• Ensure that all tools and systems are applicable for employees who work in a call center, and for those who work in the field
• Collaborate with senior leadership to continuously needs and update roadmaps as necessary
• Work with sales, service, marketing, and other departments to rollout new solutions across the organization
• Measure effectiveness of system and tool rollouts and enhancements.
• Manage key vendor relationships
Key Skills:
• Ability to network with key leadership to lead through change
• Demonstrates proficiency in rolling out key systems and tools to large organizations
• Demonstrates proficiency and mastery of key technologies and systems used in client services
• Ability to work with cross functional teams to finish pilots and rollouts on time.
• Demonstrates proficiency in customer relationship management tools (i.e. Salesforce)
• Proficiency in written and verbal communication
• Highly organized and demonstrates ability to follow through on what is agreed upon
• Ability to escalate issues and resolve in a timely manner
• Can analyze and communicate results to executives
Qualifications:
• 1-4 years of experience
• Project & process management experience
• Requires strong oral and written skills with a customer service focus
• Previous background communicating, setting, and managing expectations with internal stakeholders and external client stakeholders
• Must have experience planning, designing, implementing and supporting systems or tools that are employee or client facing
• Strong analytic and quantitative skills
• Ability to perform analysis on channel performance from large data sets to develop and measure programs
• Ability to prioritize and handle multiple tasks while ensuring details aren’t missed
Travel Required
15% - This role requires air and car travel to various locations within the USA Today Network.