Associate Business Systems Analyst

Job Description

This role will play an integral part in the design, testing, implementation and ongoing support of our Interactions Virtual Assistant application. This position will assist in documenting business processes, develop needs analysis, document functional and technical specifications, perform user acceptance testing, and run regular QA functions for the application.

What you’ll do:

• Develop strong relationships across the organization and partner with stakeholders to understand their service model and assess opportunities for customer self-help, automation and process improvement using the application
• Collaborate on future use cases and necessary design changes based on new business lines, products and initiatives
• Point of contact for writing and performing testing scenarios as part of regular release cycles
• Project management focus and partnering closely with the Interactions project team to maintain rapport and vendor accountability
• Create documentation in support of business and technology requests by working with internal business users and technical SMEs; documentation to include detailed requirements and user stories
• Create recurring and ad-hoc reports within Interactions tools when requested by stakeholders
• Ongoing maintenance and tuning suggestions based on QA analysis
• Participate in business analysis project planning and management (document & maintain plans, manage issue logs & prepares project documentation).
• Participation in Quarterly Business Reviews
• Assist business partners in understanding the application infrastructure and possible use cases for the technology
• Other duties and projects as assigned

Who you are:

• 3 + years experience within a contact center environment
• 3 + years experience with telephony and CRM platforms(Genesys and Salesforce preferred)
• 2 + years experience in a similar role/ capacity
• 1 + year experience working with AI/Machine Learning tools and concept
• Energetic and eager to learn about how Interactions can benefit our customers and the business
• Demonstrated ability to work independently with minimal supervision
• Ability to build positive relationships across the organization that are founded on mutual trust and respect
• Proactive approach with seeking out business opportunities that focus on efficiencies and overall customer experience
• Strategic thinker with the ability to properly articulate thoughts both verbally and written
• Ability to work effectively in a team setting while maintaining a positive and professional approach
• Possess strong organizational and time management skills
• Project management experience preferred
• Quality Assurance skills preferred
• Vendor relationship experience a plus

Why you’ll love us:

• In this era of COVID-19 , we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not require any face-to-face interaction for our employees until the data shows it is entirely safe for our teams. We have made the decision to stay remote until June 2021.
• We celebrate one another’s differences. Although we're proud of our culture of diversity and inclusion, we're working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
• Join the experts. If you're passionate about supporting businesses of all sizes, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint, and have a true desire to “help the little guy/gals”.
• You’ll have opportunities to advance. We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored and grow.
• We’ve got you covered. From 401k, generous PTO, tuition reimbursement, flexible work arrangements, and excellent medical, dental, and vision - we’re there for you!