Title:  Lead Business Analyst

Area(s) of responsibility

Job Description : Business Analyst
Location : Pune
Shift Timings : 6.30PM to 3.30PM IST
Interview : 2 rounds

Project Overview:
To provide business analytical support for the voice services and contact center environment.

Experience Level:
5-7 Years of experience

Qualifications:
Bachelor’s degree from an accredited institution in Computer Science, Business, or equivalent work experience is required.
 

Must have skills:
• 1+ Yrs. of operational administration and support
• 3 years of professional business analysis experience, with strong relationship management, and support experience
• Preferred Telecom and Contact Centers experience
• Experience with Microsoft Office, Teams, Visio, and SharePoint
• Knowledge of Agile tools like ADO and Confluence
• Knowledge of Agile and iterative development methodologies
• Understanding of current technologies and Software Development Lifecycle (SDLC)
• ITIL framework foundations experience
• Ability to obtain, understand and respond strategically to business requirements
• Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed
• Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously

Tasks & responsibilities
• Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies
• Serve as liaison with project team and assist with project activities for requirements and implementation efforts
• Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams
• Assist with preparing department documentation and presentations for project engagements
• Establish and maintain department dashboards
• Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services
• Maintain team tracker for weekly activities and collect updates from team members
• Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints
• Maintain IT Service Management portfolio of processes, procedures, and training material for department
• Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework
• Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI’s