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Business Analyst
Spectrum
Maryland Heights, MO, United States
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Business Analyst - Call Center Technology
JOB SUMMARY
The Business Analyst (BA) serves as a liaison between the business community and the IVR/Telecom organization and/or vendors in order to provide technical solutions to meet user needs. The BA possesses expertise in the business unit(s) supported as well as an understanding of the IVR/Telecom organization’s systems and capabilities. The BA educates the IVR/Telecom organization on the direction of the business. The BA works independently with minimal supervision. The BA is well versed in various IVR and Avaya based call routing technologies.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.
Gather, refine and validate complex business requirements, interdependencies and potential risks or issues.
Facilitate communication and encourage commitment between business units to align solutions with business strategies.
Assist in the business process redesign and documentation as needed for new technology.
Translate high-level business requirements into functional specifications for the IVR/Telecom organization and/or vendors. Manage changes to such specifications.
Negotiate agreements and commitments by facilitating communication between business unit(s) and IVR/Telecom and/or vendors from initial requirements to final implementation.
Work with business partners within one business function to align technology solutions within business strategies.
Assist Project Managers in development of project plans and use associated project planning tools as needed.
Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.
Serve as project team member for multiple projects as needed.
Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.
Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.
Collaborate with management in systems development and design.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Strong analytic, organizational, and problem solving skills with a wiliness to get into detail
Advanced knowledge of telephony and customer support systems
Advanced knowledge of IVR infrastructures
Ability to work well under pressure, handle multiple priorities, and make deadlines
Demonstrated leadership abilities
Working knowledge of cable television operations, processes and billing systems
Excellent presentation skills with small- to medium-sized groups
Ability to work independently
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Advanced skills writing and executing SQL queries
Advanced level skills with excel (formulas, v-lookups, macros, pivot tables, etc.)
Education
Bachelor’s degree or equivalent experience
Related Work Experience Number of Years
Procedural documentation and implementation background 2+
Cable industry standards 2+
Call center standards 2+
IVR and Avaya call routing background 2+
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
IIBA Certification ECBA+ / CCBA
Ability to analyze and interpret data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to supervise and motivate others
Cross-functional management skills
Knowledge of process and project management
Knowledge of general accounting and billing procedures
WORKING CONDITIONS
Normal office conditions