Business Analyst - Cust Ops

Recruiter
SPECTRUM
Location
Cottleville
Salary
Competitive
Posted
02 Dec 2020
Closes
07 Dec 2020
Job role
Business analyst
Sector
IT/Telecoms
Contract type
Permanent
Hours
Full time
JOB SUMMARY
The Business and Test Analyst serves as a liaison between business stakeholders and teams throughout the organization that provide technical solutions to meet business needs. Possesses expertise in the business unit(s) supported as well as an understanding of the IT organization's systems and capabilities. As a Business Analyst, the candidate provides complex analysis services, translating user needs into detailed specifications to allow Information Technology, Billing, and other organizations to deliver an appropriate solution. As a Test Analyst, the candidate plans test efforts including authoring test cases and organizing operational SMEs during execution. The Test Analyst also is responsible for creating executive level summaries to facilitate informed executive decisions. Works independently with minimal supervision.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer and agent experience.

Lead in business process design and documentation as needed for new technology.

Translate high–level business requirements into detailed functional specifications for technical solution teams. Manage changes to such specifications.

Negotiate agreements and commitments by facilitating communication between business unit(s) and technical solution teams from initial requirements to final implementation.

Work with business partners within business functions to ensure technology solutions align with business strategies.

Assist Project Managers in development of project plans and use associated project planning tools as needed.

Perform analysis of production issues to identify root causes and facilitate the design of solutions with technical solution teams.

Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborate with management in solution development and design.

Develop test plans and coordinate software testing.

Develop test execution strategies considering operational and logistic needs.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS
  • Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Working knowledge of cable television operations, processes and billing systems
  • Excellent interpersonal skills and ability to present performance feedback effectively
  • Excellent presentation skills with small– to medium–sized groups
  • Strong analytical ability
  • Ability to work independently

Tools
  • Office suite (Powerpoint, Word, Outlook, Excel, etc)
  • Application Lifecycle Manager
  • Visio
Education
Bachelor's degree in business administration, computer science or related field??

Related Work Experience
Procedural documentation and project implementation experience
Experience training supervisors in a call center environment

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Demonstrated project management and leadership abilities

Related Work Experience
5 years of call center/customer care or field operations management experience

WORKING CONDITIONS
Normal office conditions

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