Business Analyst, Care Systems & Tools

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Job description

About The Opportunity:
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!

Why Work For Us

Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!

The Impact You Will Make:
The Business Analyst, Care Systems and Tools will be responsible for bridging the gap between IT and the Care business using data analytics to support and assess systems, tools and processes, delivering business intelligence and recommendations for continuous improvement. The successful candidate will work within the Contact Center Operations organization, supporting our telecom platform, IVR, CRM, QA, WFM and related reporting solutions. This position reports to the Manager, Care Systems and Tools.

Challenges You'll Tackle

Work successfully in a team environment creating effective relationships with business stakeholders

Analyze key data and trends including how they tie to the overall Grubhub business in order to create business cases and project ROIs

Monitor KPIs, business drivers, and measure decision impacts for specific departments

Utilize qualitative and anecdotal data as a starting point to identify process improvement opportunities and create an ROI based on data

Partner with Care Leadership, Technology, Product, Finance, etc. to ensure Care has tools and capabilities necessary for success and to implement business improvements

Manage intake of change requests from external teams with expected response and turnaround time

Close out projects as appropriate with a control plan, lessons learned and recognition of contributors

Keep track of Business Systems best practices, trends, and advancements in the industry and apply these learnings to enhance and improve business capabilities

Be curious! Continually identify opportunities to improve the customer experience, reduce expense or make people's work day easier

What You Bring to the Table:
Bachelor's Degree or equivalent work experience

5+ years of experience in Customer Service, preferably tier 1 &/or 2 technology support, telecom support, and analyst experience

Strong analytical skills with a focus on contact center reporting and an ability to dive deep, summarize, and communicate important data

Excellent written and verbal communicator with experience communicating cross-functionally and with all levels of management

Strong attention to detail effectively prioritizing and leading multiple activities and projects concurrently

Experience identifying and capturing business needs and translating into detailed project requirements

Ability to work with autonomy in a fast-paced environment and a strong sense of accountability

Experience leading both business and technical projects from inception to implementation

Experience with developing QA and UAT test scripts and execution

Experience supporting, designing, and enhancing CCaaS systems (Five9 and Zendesk preferred)

Experience supporting in a multi-channel contact center (i.e. Phone, SMS/Text, Chat, Email)

Experience developing IVR call flows and managing audio

Experience in an Omni-channel contact center preferred

And Of Course, Perks!:
Flexible PTO/PTO. Grubhub employees enjoy a generous amount of time to recharge.

Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.

Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.

MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!

Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.

Vaccination Requirement: In the event the role you are applying for requires you to report to an office, you must be able to provide proof of full Covid-19 vaccination prior to starting employment. Fully vaccinated is defined as: "2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson's vaccine."

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to (url removed) and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.