Call Routing Business Analyst

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Job description

ADP is hiring a Business Analyst I. In this position you will Provide technical and operational support on complex production issues, processes and procedures and complete the analysis of data/processes and procedures that impact departmental effectiveness and financial results. Gather appropriate and relevant documentation to identify and clarify actual issues and seek timely, reasonable solutions. Develop relationships among staff and business partners that foster the ability to align and effectively collaborate. Maintain a knowledge level of support areas conducive for effective analysis of solutions. Identify user needs and requirements to existing and proposed systems. Document user requirements for purposes of development organization. Manage compliance changes impacting CAPS products. Provide Single Point of Contact and communications between Business Operations for Problem and/or Change Management inclusive of minor incidents, major problem events, system maintenance changes and major development projects; represent business needs and provide relevant analysis and requirements. Gain consensus on approach and details of systemic changes, verification and acceptance of changes in the production environment, and communications and coordination of business operations activities required throughout the problem/change cycle. Use excellent functional technical, and project management knowledge and skills to perform assigned tasks.

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

RESPONSIBILITIES:

• Review and respond to daily production/system issues to minimize service and/or financial impacts to the business and our clients.
• Provide critical reports to the business units using ad-hoc reporting tools.
• Analyze compliance changes and assess system impacts.
• Assess and oversee the accuracy of direct data updates: ensuring no impact to clients, agencies, and ADP.
• Initiate and verify parameter updates to core applications across multiple products
• Gather and validate system requirements; coordinate with business partners to ensure completeness of SR/Business Case.
• Possess and apply strong working knowledge of Change Management methodology. Review/Approve Design specifications and ensure timely development and implementation.
• Provide needed and critical business and/or impact data by leveraging standard software tools: Word, Excel, PowerPoint, Project Office.
• Present business and/or impact data to business units based on specific need and format.
• Performs other duties as assigned by Management.

QUALIFICATIONS REQUIRED:

• 1 -- 3 of Directly Related Experience.

- provided by Dice