5 days old
2018-01-122018-02-09

Sr IVR Business Analyst

Cary, NC 27513
  • Job Code
    595878

Job Summary:


The successful candidate will be a self-motivated, Tech-savvy Sr. IVR Business Analyst with the ability to think strategically, gather and analyze multi-sourced data to provide insights that support decision making, and collaborate with cross-functional team members in a highly matrixed, fast paced enterprise-level organization. The Sr IVR Business Analyst will lead the end-end analysis, documentation, management, and tracking of business requirements throughout the life of the project/program.


Responsibilities:


- Develop business requirements to implement new and/or modified processes, complete general business analysis and process mapping activities (i.e., current state, future state)


- Communicate technical concepts to non-technical audiences, and business concepts to technical audiences


- Efficiently manage and trace requirements end to end, throughout the life of the project/program


- Effectively conduct data gathering and data analysis in order to draw insights, conclusions, and determine impacts in order to aid in planning, project execution, and decision making


- Exposure to IVR/Telephony in operational setting highly desired


- Plan, lead and host meetings to elicit and document high level and detailed business requirements


- Communicate concepts using narrative, graphical, and visual means with strong business writing and communication skills


- Identify gaps, dependencies and linkages between programs, and communicate findings with appropriate program leadership and team members


- Apply emotional intelligence, communication, planning, meeting management, and time management skills to successfully execute day to day activities


- Work in a virtual environment and/or with virtual team members


- Provide updates to management regarding business analysis deliverables and the application and implementation of new or revised processes


- Manages critical relationships with CSC staff, IT partners, and LOB partners


- Performs other duties as assigned or required


- Apply basic project management principles and techniques to plan and manage workload and report status updates to Program leadership



Experience Required:


- Extensive experience (>5yrs) with developing business requirement (BRDs), and process mapping (swim lane workflows) documents


- Strong Data Analysis skills


- Experience in Call Center, IVR, and/or Telephony


- Experience working on dynamic, transformational projects highly desired


- Experience planning and managing Quality Assurance and User Acceptance Testing highly desired


- Experience working through all aspects of the SDLC with the flexibility to adapt to both Agile and Waterfall methodologies highly desired


- Strong written and oral communication skills, with experience succinctly presenting business analysis outcomes and recommendations


- Ability to work within a team environment as well as independently


- Ability to balance multiple responsibilities and adapt to changing priorities


- Strong working knowledge of Microsoft Word, Excel, PowerPoint, and Visio required


- Strong analytical skills required


- Strong Critical Skills required


- Strong analytical and critical thinking skills required


Supervisory Responsibilities


- None


Education Required and Competencies


- Bachelor's degree in Business or Information Systems with equivalent experience (>5 years)


- Six Sigma/LEAN certification (beneficial but not required)


- Analytical thinking


- Critical thinking


- Data gathering and analysis


- Result Orientation


- Ability to influence


- Strong relationship building skills


- Strong research skills

Categories

  • Information Technology

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Sr IVR Business Analyst

Randstad Technologies
Cary, NC 27513

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Sr IVR Business Analyst

Randstad Technologies
Cary, NC
US

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