Job Descriptions
The Customer Service Business Analyst is responsible for working with the customer service team and the business to gather data, conduct gap and risk analysis, review, map, optimize business processes, and develop proposals and strategies for executing on key initiatives and deliverables using industry best practices to maximize the efficiency and effectiveness of our business unit.
The ideal candidate will have a passion for customer centricity, operational excellence, and possesses rigorous analytical skills, strong organizational and project management skills, exceptional attention to detail and strong views on how to make our business more efficient and effective.
As our Customer Service Business Analyst, you’ll support company's success by preforming the below:
- Acquiring a fundamental understanding of the business areas, business units, and functional roles across the enterprise to identify opportunities for improving performance.
- Working with key stakeholders to ensure business plans cover all requirements.
- Becoming proficient in the understanding of the business operations and Salesforce/Oracle to identify disconnects and the impact to the teams using the relevant tools
- Facilitating meetings, contributing to planning and decision-making, and liaise with business stakeholders to ensure a solid understanding of business processes
- Developing and maintaining business process documentation, including process flow diagrams, procedure documents, and data flow diagrams.
- Reviewing, assessing impact, gathering business requirements, creating user stories, identifying risk, and working with IT and other functions to develop solutions for large, cross-functional projects that meet our business needs while addressing sustainability and scalability.
- Identifying opportunities for data governance and data quality improvements through use of automation and validation.
What we will love about your background:
- Must possess excellent organization and time management skills.
- Excellent verbal and written communication.
- Exceptional attention to detail and time management.
- Excellent in reading and creating process flow charts and diagrams.
- Strong teamwork: works well with cross-functional departments and ability to build and maintain strong relationships; willingness to help larger team meet goals and responsibilities.
Your Experience and Education include:
- Bachelor’s degree in Business, Computer Science or related discipline. Candidates with equivalent education plus relevant work experience may be considered.
- 3+ years of experience as a business/data analyst working with data and technical systems.
- 3+ years of delivering Data Warehousing, Business Intelligence and Reporting solutions.
- Strong analytical and presentation skills required.
- Data visualization experience required.
- Ability to motivate, influence, lead, and adapt to changes in business objectives.
- Ability to think strategically, absorb complex business issues, and assess business requirements to ensure alignment to corporate objectives.
- Ability to establish priorities and follow through on assignments, paying close attention to detail with minimal supervision.
- Ability to interact effectively with all levels within the organization, including management, and individual contributors.
