Business Analyst - Customer Ops

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Job description

JOB SUMMARY
The Business Analyst serves as a liaison between the business community and the IT organization and/or vendors in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) supported as well as an understanding of the IT organization's systems and capabilities. Provides complex analysis services, translating user needs into detailed specifications to allow Information Technology Department to deliver an appropriate solution. Works independently with minimal supervision.

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

Analyze business partner's operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assist in business process redesign and documentation as needed for new technology.

Translate high-level business requirements into functional specifications for the IT organization and/or vendors. Manage changes to such specifications.

Negotiate agreements and commitments by facilitating communication between business unit(s) and IT and/or vendors from initial requirements to final implementation.

Work with business partners within one business function to align technology solutions within business strategies.

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

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

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

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

Collaborate with management in systems development and design.

Develop test plans and coordinate software testing.

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

Education
Bachelor's degree in business administration, computer science or related field OR experience in lieu or degree

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 operations management experience

WORKING CONDITIONS
Normal office conditions
CDABR - provided by Dice