Senior Business Systems Analyst – Global Customer Care & Experience

Responsibilities
Business Requirements Analysis

    Partners with business stakeholders to analyze, define and document business requirements, within and across functional areas
    Drives best practices during requirements gathering and modeling
    Has a strong focus on gathering core requirements, beyond stated requirements and correctly places these within a broader context
    Understands business environment and helps to connect/align relevant business stakeholders

Process Modeling and Design

    Partners with business stakeholders to analyze, define and document business processes within and across functional areas
    Drives best practices during requirements gathering and modeling
    Understands business environment and helps to connect/align relevant business stakeholders

Stakeholder Management

    Manages stakeholder expectations and communications within and beyond functional track
    Knows business environment well enough to identify and proactively include the correct stakeholders
    Interacts regularly with senior management level stakeholders, and demonstrates value from realized projects

Solution Design

    Responsible to design and document cross-functional and global solutions, drawing on functional expertise of functional and technical team members or vendors, as appropriate
    Advises on solutions prepared by peers or supporting team, and champions good design practices

Documentation

    Documents and reviews broader team documentation
    Supports team in identifying and defining relevant documentation templates pertaining to solution delivery
    Is a champion for knowledge transfer to enable/empower other team members

Functional Design

    Develops functional designs for applications, integrations and conversions
    Ability to work on multiple functional areas and integrations with third party products
    Keeps up to date with industry trends and vendor capabilities to produce robust functional designs
    Reviews functional designs and obtains sign-offs with the cross functional business and IT teams
    Provides inputs into business processes based on design capabilities
    Champions sustainable, forward-looking functional designs

Architecture

    N/A

Testing & Test Design

    Coordinates integration testing, validates test cases with stakeholders for user acceptance testing and training, and obtains sign-offs
    Coordinates defects clarification, triage and coordinate resolution with engineering teams

Project Management

    Manages multiple application releases and projects
    Manages stakeholder expectations
    Designs release scope and schedule in line with business goal, prioritization and IT capacity

System Configurations

    Configures applications in line with business goals
    Designs forward looking configurations by recognizing future needs aligned with the business roadmap
    Develops configuration standards

Day to Day Support (Production Support)

    Supports and trains junior resources and oversees quality in triage and troubleshooting practices
    Leads troubleshooting efforts on critical issues with cross functional teams through resolution
    Identifies improvements to address repeat issues

Training and Change Management

    Works with functional leadership teams to set expectations and conduct planning and execution of SME training activities
    Defines, communicates, and implements support and engagement plans
    Analyzes adoption rates and issues and assesses business case realization and proposes solutions to improve

Vendor Management

    Manages/leads individual consulting resources as assigned
    Participates in vendor advisory boards and user groups

Vendor & Application Technology Evaluation

    Executes medium-scale vendor evaluations, pricing negotiations and software acquisitions
    Prepares management communications and gets stakeholder input for recommendations

Qualifications

    7 years of experience working as a Business Systems Analyst in all phases of the software development process – including requirements gathering, design, implementation, release, and maintenance
    Bachelor's in Information Systems, Computer Science, Business or related field
    Exhibits keen interest and experience in working with evolving business models in a large scale, complex, transformational program
    Expertise in leveraging Salesforce Service Cloud to solve business problems
    Proven experience working in Agile software development lifecycle

Soft Skills

    Exceptional problem solver who is comfortable finding and pushing solutions beyond the status quo
    Strong sense of personal ownership in the quality and effectiveness of delivered solutions
    Ability to realistically balance scope and requirements against timelines
    Capability to autonomously make effective decisions and pursue tasks based on project scope and vision
    Interest in developing an understanding of relevant technical subject matter that ensures a solid foundation for collaborating on solutions
    Ability to build relationships, influence key decision-makers, and collaborate on a cross-functional team comprised of diverse personalities, skill sets, and levels of experience
    Strong team player who can bridge gaps across Business Groups and work effectively with teams and stakeholders to establish and accomplish business objectives
    Exceptional ability to gather, organize and evaluate any information or data needed as input from stakeholders and development team to determine requirements and specifications
    Effective communicator that works well in a collaborative team setting
    Excellent written and verbal communication skills, and exceptional emotional intelligence