Job Order #8218

 

Posted Date: 10/8/2009

Position Title: Business Analyst

Salary Range:

Location: Chicago, Illinois, USA

Description:

The Client Servicing Support Program is looking for a Sr. Business Process Analyst to support the deployment of Client Servicing Support applications to various Business Units.

 

 

Work with specific business units, vendor, systems teams and operations partners to effect process changes resulting from migrating to a client servicing support model. Be responsible for the coordination, development, execution and/or sign-off of

 

• Detailed business requirements

• Detailed process flows

• User Acceptance Testing

• Change management related to requirements

 

 

The ideal candidate will have a minimum of 5-7 years related work experience and considerable knowledge of client servicing environments, specifically Avaya Interaction Center and Operational Analyst.

 

 

Has experience in conducting analysis with expertise in different business areas, application wide analysis and proposal of solutions. Assembles, analyzes, and represents customer business requirements. Performs feasibility analysis, scopes project, recommends alternative solutions, project strategy, and deliverable prioritization.

 

 

Responsible for high level implementation plans, data and process models, cost estimating, cost benefits analysis, and return on investments. These resources are also able to facilitate workshops such as JAD, RAD, and DRP sessions, etc. Business Analysts should also be able to perform as a team leader when necessary.

 

 

In depth knowledge of the following: business analyst function and role, experience and knowledge in Client Servicing models, applications and tools and specific knowledge of the Avaya Interactions Center and Operational Analyst applications. Total communication skills including the abilities to document, present, negotiate and persuade are required to effectively work with partners/clients/vendors. Organizational skills are required to develop and monitor multiple tasks. Specific experience/ knowledge are as follows:

• Extensive Client Servicing background including but not limited to: Avaya Interaction Center, Operational Analyst, Blue Pumpkin, etc.

• Define and document high level and detailed business requirements

• Organize and categorize project requirements

• Gather required information through multiple methods

• Requirements gathering, including interviewing, documentation and meeting facilitation skills

• Written and verbal communication

• Document current and future state processes utilizing various methods

• Analytical and problem solving skills

• Act as a liaison between technical and business partners

• Write test cases and conduct a user acceptance test

• Ability to work on multiple projects simultaneously

• Ability to bridge the communication gap between business stakeholders, program team and technology partners.

 

 

Major Duties

 

 

• Analyze the business environment to develop an understanding of their needs.

• Aid business partner in clearly describing current state of their business.

• Understand and influence how business processes may be improved.

• Help to outline the current workflow process and future changes, resulting in future state process flow.

• Assess and analyze impact of proposed changes on workflow and on staff. Aid in designing and developing documentation to support changes.

• Develop and document the detailed business requirements for identified business units.

• Work with program stakeholders to review detailed requirements through a formal requirements review; obtain consensus and sign of requirements.

• Aid in developing a detailed business requirements template which can be utilized for other deployments and includes the specific information that would be required for an Avaya Interaction center configuration/ design.

• Suggest ways to improve documentation of requirements and communication of information to technology partners.

• Ensure client servicing best practices are employed in appropriate areas of the process flow & requirements documentation.

• Aid in the review of detailed technical designs with program team, technology partners and business partner to ensure that detailed requirements are being adequately met and implemented in the design.

• Aid in developing user acceptance testing: define acceptance criteria, define test requirements, define testing strategy, prepare detailed test plan, develop test scripts.

• Aid in the execution of User Acceptance Testing.

• Perform related work as assigned and needed.

 

 

Additional Requirements:

IT Call Center Experience 

IT Call-Tracking System