IVR Business Analyst

IVR Business Analyst

Location: 100% Remote Contract: 6 months to begin with Advance English is a MUST

Job Purpose: The Business Unit Systems Analyst is responsible for participating in the compilation and development of Business Requirements documents; facilitating User Acceptance Testing; troubleshooting problems/issues and handling projects ranging from moderately to highly complex in nature or projects supporting corporate initiatives.

Responsibilities

Technical Expertise and Production Support

• Able to diagnose system issues and/or provide details to the group that can facilitate a solution to a particular system issue.
• Troubleshoot low to moderate complexity system issues and/or problems with limited direction.
• Document work requests.
• Identify and complete low to moderate risk solutions to rule sets to improve system functionality.
• Manage workflow, ensuring tasks are completed on schedule and with a high level of quality.

Customer Liaison, Relationship Building, and Communications

• Exercise strong written and verbal communication skills.
• Collaborate effectively with internal and external business partners during projects.
• Actively show understanding of what another says before giving own ideas.
• Create atmosphere conducive to success.
• Express verbal and written ideas independently and effectively to internal audiences.

Analysis/Solution Generation

• Identify defective or ineffective moderate to high complexity work processes/flows within related work areas and make appropriate recommendations for improvement or efficiency gains.
• Research, report and implement temporary and long term fixes for moderate to highly complex problems and issues based on documented policies, procedures and standards.
• Ability to identify priority issues and determine which issues can be handled within the authority of an Analyst versus being able to discern those issues requiring escalation.
• Assess impact of proposed business solutions on current systems and procedures.

Testing, Debugging, Test Management, Quality Assurance

• Determine testing requirements for moderate to highly complex assigned work, based on the business requirements.
• Design/Draft test plans for moderate to highly complex requests.
• Execution of test plans throughout the project life cycle for moderate to highly complex requests.
• Identify, research, document, report, and communicate any defects with functionality, flow and/or program changes.
• Produce agreed upon deliverables on time, within estimates, and without error.
• Timely retest and document the corrections made for defects.

Project Management

• Participate as a project team member for moderate to highly complex projects.
• Identify project issues, and communicate progress and obstacles.
• Handle multiple tasks and small to medium projects, concurrently.
• Contribute to the definition, planning, coordination, execution, and status reporting for projects of any size.
• Anticipate/discover problems and communicate issues and possible solutions to appropriate individuals.

Implementation

• Participate in production implementation and validation efforts.
• Communicate progress on implementation timelines and tasks.
• Post-implementation audits/reviews.

Basic Qualifications

4 years business analyst experience or 4 years combination of business analyst and industry experience.

Other Requirements

Excellent oral and written communication skills to effectively perform system support duties. Ability to quickly learn new applications and equipment. Ability to process moderate to highly complex time sensitive data and information from multiple sources, make decisions and communicate actions. Experience interpreting and documenting moderate to highly complex workflow processes. Ability to prioritize, organize and work independently or as part of a project team to complete multiple tasks. Requires knowledge of a variety of applications including mainframe systems, and Microsoft suite.