Senior Business Analyst - Contact Center Technologies

Overview

It's an exciting time to join Fisher Investments Technology Business Services! The Enterprise Contact Center Team is pleased to announce an opportunity to join the group as a Senior Business Analyst focused on Contact Center Technologies used globally. These technologies help deliver services to our clients while enhancing efficiency across our sales teams.

The Opportunity:

The Senior Business Analyst supports the development of Contact Center capabilities, processes and technologies to form a stable, scalable end-user and client-oriented system. You will use previous experience allowing them to support the Enterprise Contact Center Team with various projects, varying in complexity and ambiguity. You will report to the Enterprise Contact Center Team Leader.

The Day-to-Day:

• Administer Contact Center elements including roles, profiles, device configurations, call flow, groups, number management
• Build custom reports, dashboards, and maintain data tables associated with workflows
• Provide ongoing support for users and work with developers to troubleshoot issues
• Identify, create, and develop documentation for the technical team's knowledge base to assist support teams in resolving technical issues and following standard operational procedures
• Help grow the business through various projects and maturing our operational processes
• Work with multiple partners to analyze contact center processes to identify opportunities for improvement and automation and works with team leader to implement proposed solutions
• Identify elevations and routes appropriately and be a liaison between the business and developers
• Create complete and accurate user stories, requirement documents, and other documentation that will be used to design and test our Contact Center Services solutions
• Prepare appropriate operation metric reports and submit them to management
• Lead small-scale projects
• Additional responsibilities may include:
  • Demonstrate ability to translate a problem or process visually
  • Monitor and assist with change management in systems and applications pre and post rollouts including QA and training
  • Plan, scope, and manage more complex projects
  • Initiate projects without concrete goals

Your Qualifications:

• 7+ years of experience with business or process analysis
• Minimum of 5+ years of experience supporting Call Center platforms or other technical applications
• Experience working with Customers Service Management (CSM) systems, such as ServiceNow
• Experience with Agile methodologies
• Strong troubleshooting with a focus on system performance and user experience.
• Collaborate with cross-functional teams to improve platform functionality and efficiency
• BS or equivalent in business, information system or related field or a combination of analysis skills and data background

Why Fisher Investments:

We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:

• 100% paid medical, dental and vision premiums for you and your qualifying dependents
• A 50% 401(k) match, up to the IRS maximum
• 20 days of PTO, plus 10 paid holidays
• Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
• This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.

FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER