Technical
Business Analyst / Contact Center IT Business Analyst
Overview:
·
Under the
direction of the Contact Center Solutions Manager, the IT Contact Center
Business Analyst works with business units to provide value-added solutions
that improve our business. The analyst is accountable for understanding the
business problems, delivering actionable insights, implementing new
capabilities and processes with our business teams, and ensuring our projects
and services add measurable business value.
·
The analyst will
work directly with business leaders to identify options, then conduct and
deliver solutions to various issues. This role combines analytic skills and
business understanding. The position demands strong communication and
leadership skills since the work will involve significant collaboration with
other analysts, internal business partners, suppliers, and perhaps even
customers.
·
The analyst may
also be responsible for mentoring of peers, technical solution development and
delivery, deployment validation and advanced troubleshooting of releases for
our Cisco ICM/ CVP architectures. Responsibilities include integration
with other enterprise applications and back-office systems. Experience with
multi-site configurations, hybrid (IP & TDM) environments, and large system
administration is a plus.
Responsibilities:
·
Analyzes business
partner's operations to understand their strengths and weaknesses to
determine opportunities to automate processes and functions. Assists in the
business process redesign and documentation as needed. Possesses an
understanding of technological trends and uses this knowledge to bring
solutions to business units supported to enhance the enterprise's
competitive edge.
·
Develop in-depth
business, domain, analytical, and systems knowledge for building relevant
Contact Center solutions and services, especially expertise in Customer
Relationship Management (CRM) solutions
· Consult with and
coach business teams on appropriate uses of data, analytical solutions, and
tools
· Work in
multi-functional teams to evaluate business activities
· Client Management&
Communication: Responsible for serving as a liaison between the Contact Center
community and the IT organization to provide technical solutions to meet
user needs. Responsible to communicate with management as required
·
Project Management:
Responsible for all aspects of project management, including but not limited
research and analysis, project planning and coordination, requirements
gathering and design, development and testing, deployment and release strategy,
training and education, reporting and measurement, and ongoing operations and
support.
·
Vendor
Management: Work collaboratively with external vendors to support and enhance
existing solutions, or deploy new technologies. Manage project budgets, timelines,
and resource allocation and assignments.
Experience:
· 5 years of
experience as a business analyst
· Experience with
Business Process Mapping and analysis
·
Excellent written
and verbal communication skills to influence others to take action,
·
Demonstrated
ability to create and maintain technical documentation
·
Comfortable with
working with ambiguous business scenarios and possesses strong
thinking/problem-solving skills which can be applied to business processes with
a "can-do" attitude
·
Demonstrated
ability to handle multiple priorities
·
Experience in the
Nutritional Supplement, Pharmaceutical, or other CPG (consumer package goods)
public company is preferred
· Experience with
Customer Relationship Management (CRM) solutions, such as Salesforce.com
· Experience
testing and implementing new applications
·
Program and/or
Portfolio Management experience a plus
·
ITIL Framework
awareness
· Experience
working with projects related to design, integration and deployment experience
with Cisco ICM / CVP
· Experience
working with CISCO IP-IVR Applications and Architecture a plus
·
Exposure to
a disciplined development methodology and release management process
Requirements:
· Candidates must
have at least a Bachelor's degree in Business, Computer Science, Engineering or
a related area (e.g. Finance, MBA.)
· Cisco
Certifications (i.e., CCNA, CCDP, CCIE, etc) are desired, but not required
· Demonstrated leadership
and very strong analytics skills in applying techniques to deliver actionable
insights from business data.
·
Strong written
and verbal communication and presentations skills to influence others to take
action and provide objective viewpoint to business leadership
· Ability to think
and communicate like a business owner, with a passion for driving business
growth, and the skills to develop an in-depth knowledge and understanding of
the particular business or business process that is the focus of analysis
·
Demonstrated
ability to handle multiple priorities and to collaborate with others
· Demonstrated
ability to learn new processes, systems, and organizations quickly and to apply
knowledge to appropriate domain
·
Strong time
management and organization skills Strong proficiency in Microsoft Word,
PowerPoint and Excel
·
Able to work in
fast paced environment with flexibility
·
Extreme attention
to details and outstanding organizational skills
·
Self-starter,
highly motivated to excel with minimal supervision
This is a permanent, full
time position.
All candidates MUST be
local to Suffolk County, L.I., NY
Please do not apply if you
are not local, even if you would pay your own relocation.
Relocation is NOT
offered.
All candidates must be legally eligible to work in the United States
without sponsorship and must reside locally. Sorry, no Visa sponsorships or
Transfers at this time. No 3rd Party Recruiters unless you represent a
local candidate with these qualifications
RESUMES FROM OUTSIDE OF THE US WILL NOT BE READ
