Job Description
Job Description
Position summary :
The Business Solutions Analyst (BSA) will be responsible for collaborating with IT and business clients to understand key business objectives and IT delivery capabilities to provide fully integrated solutions.
The BSA works on defined problems that could be analysis, design, configuration or implementation related. Ability to understand and document the current state, imagine the target state and help build towards that target state.
This position is based in San Jose, CA.
Responsibilities :
- Collaborate within multiple stakeholders and cross-departmental teams to ensure proper implementation approach is in place.
- Analyze business requirements, explore and evaluate various options, configure the application to meet requirements and coordinate testing with QA and User acceptance testers.
- Research and recommend solutions which meet the business needs for new projects.
- Translate business architecture through the elicitation and definition of functional requirements and develop documentation and data flows.
- Provide level 3 end user support as called upon by the Production Support Team.
- Assist with test data preparation and testing.
- Ensure documentation is up to date on sharepoints and wiki pages.
- Help with Jira Hygiene.
- Maintain a working knowledge of call center software like Genesys PureCloud, Amazon connect.
- Bring up process and experience improvement ideas and be the idea lead / sponsor and rally the technical teams to rapidly prototype and prove a concept.
Requirements :
1) 5+ years experience as an IT BSA in large enterprise company
2) Experience working on data integration between internal business applications or CRM systems
3) Experience working with IT leadership and presenting ideas / findings
4) Nice to have - experience with contact or customer care center technologies (specifically Genesys pure cloud or Amazon connect)
Business Challenge :
Our client needs all acquired entities migrated to their existing enterprise platforms for messaging and phone services in their customer contact centers.
Failure to do this in a timely manner will result in duplicate software licenses and inconsistent customer experiences.
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