Overview
Skills
Job Details
The Business Systems Analyst will play a critical role working with the Agile team made up of Product Practitioners, Engineers, Client User Experience and Design teams, as well as business partners to drive Contact Center Modernization and deliver amazing experiences for our clients. The ideal candidate is a seasoned Business Systems Analyst with a client-centric mindset and experience with omni-channel solutions that helps us meet clients on their terms. This candidate should be able to demonstrate curiosity and passion for driving change and should excel at the following responsibilities:
- Main Technology: Mobile & Web, Contact Center Technologies IVR, AI, CRM
Connecting with the Customer
- Review intake requests, conduct current-state analysis and stakeholder interviews, gather data, and elicit, and envision initial requirements
- Work with stakeholders to identify, model, and document requirements and business domain details, including how end users will be impacted by future development
- Conduct research and analysis on new solution options
Team Backlog Management
- Assess backlog items to understand pain points, issues, and areas of opportunity and create clarity around and specificity of acceptance criteria
- Partner with PO to align on backlog prioritization and champion intended business value to be delivered
- Support the Product Owner in creating user stories and defining acceptance criteria
- Facilitate refinement sessions and discussions
Supporting the Team in Delivering Value
- Understand and contribute to helping the team deliver on capabilities to meet OKRs
- Translate requirements and demystify the business need for development counterparts
- Collaborate with Agile squad and partners to identify solutions to business problems and analyze business processes
- Create product documentation on and mapping of system and data flow connectivity
- Recommend and work within analysis and requirement gathering tools and methodologies in the context of a Scaled Agile environment
- Where possible, create awareness of existing system capabilities to promote reuse and create economies of scale
Key Partnerships
- Collaborates with the PM, PO, Scrum Master, Software Engineers, Architecture, and QA Engineers in their accountabilities
- Work closely with Design counterparts to articulate the business and system needs and share requirements to help aid in the user-centered design process
- Work with stakeholders to validate developed requirements and analysis to aid in and support user acceptance test (UAT) case development
Other Responsibilities
- Identify process changes required for successful implementation of new features and functionality
- Participate in QA practices such as testing and test plan development
- Help develop and/or review documentation and job aids when required
Must Have Skills
- Strong understanding of Agile principles, frameworks, and methodologies, such as SAFe, Scrum, or Kanban
- Strong analytical and problem-solving skills
- Proficient in gathering data requirements and data related activities
- Exceptional communication, interpersonal, and organizational skills
- Strong collaborator with ability to communicate both complex business and technical concepts
- Keen ability to distill critical information from stakeholders and provide input and direction to collaborative partners and Agile team members
- Ability to pivot quickly to support changing requirements and business needs
- Ability to make sound business decisions and develop action plans to continue to move work forward
- Proven ability to build and cultivate solid working relationships and gain trust of stakeholders, collaborative partners, and Agile team members
- What s the major objective(s) of the role?
The ideal candidate is a seasoned Business Systems Analyst with a client-centric mindset and experience with omni-channel solutions that helps us meet clients on their terms. This candidate should be able to demonstrate curiosity and passion for driving change and should excel at the following responsibilities: Connecting with the Customer, Team Backlog Management, Supporting the Team in Delivering Value (product owner, developers, designers, & QA), and working with stakeholders.
What are the MUST-HAVE technologies for this position?
- Strong understanding of Agile principles, frameworks, and methodologies, such as SAFe, Scrum, or Kanban
- Strong analytical and problem-solving skills
- Proficient in gathering data requirements and data related activities
- Exceptional communication, interpersonal, and organizational skills
- Strong collaborator with ability to communicate both complex business and technical concepts
- Keen ability to distill critical information from stakeholders and provide input and direction to collaborative partners and Agile team members
- Ability to pivot quickly to support changing requirements and business needs
- Ability to make sound business decisions and develop action plans to continue to move work forward
- Proven ability to build and cultivate solid working relationships and gain trust of stakeholders, collaborative partners, and Agile team members
What are the NICE TO HAVE technologies you wouldn t mind seeing on a candidate s resume?
- Miro
- Salesforce and CRM