JOB SUMMARY
Our Fortune 75 MSO client is looking for a Business System Analyst with 8+ years of industry experience to support their Proactive Customer Service Program. In this position you will support data analysis, trends and review account level detail to understand process opportunities to improve customer experience. The role is needed during launch to validate data, support creation of measurements of success and ensure selected target customers returns the highest ROI. Your work will continue after launch with continuous evaluation of the Crawl launch for opportunities while also supporting future Proactive Customer Service phases (Walk and Run).
MAJOR DUTIES AND RESPONSIBILITIES
- Reviews, analyzes, and evaluates information technology systems operations.
- Determines user needs and requirements and recommends ways to improve systems.
- Serves as primary point of contact between users and engineering/development staff.
- Identifies, documents, reports and tracks system issues.
- Supports the process of translating business needs into formal technical requirement deliverables.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
- Extensive experience in Data Analytics (SQL)
- Strong communication necessary to converse over the phone, and by written communication in a clear, straightforward, and professional manner
- Bachelor’s degree in a related field or equivalent work experience
- Willingness and ability to work 100% in office. No hybrid or WFT policy. Some travel required.
- Robust insight into the customer life cycle and how inherent systems and processes enable it
- Strong organizational and time management skills – the person in this position will work on multiple projects with multiple stakeholders concurrently
- Ability to prioritize and organize effectively and manage multiple projects and assignments
- Ability to develop strong working relationships with peers and project members
- Excellent critical thinking skills
- Working understanding of Visio, PowerPoint, Excel, and Word
- Detail-oriented; ability to analyze business objectives and goals on an investigative level
- Partnership to support QA, UAT, and ORT in launch activities by participating in defect review, test planning, and strategy sessions
- Capacity to work independently with minimal guidance and acumen to escalate to leadership when necessary
- Maintains a positive, forward-thinking professional demeanor under pressure
- Proven ability to perform effectively in a fast-paced environment
WHAT’S IN IT FOR YOU …?
You will have the opportunity to support a very hands-on collaborative team backed by an enterprise with a multi-million customer base. The leadership in this group is spectacular and you will be unified on the mission to enhance and execute on strategic goals and your recommendations will impact mission critical programs to help improve customer experience and ROI.
