Join to apply for the Business Analyst role at Universal Access and Systems Solutions Inc.
Job Overview
The Business Analyst is responsible for partnering with stakeholders across different functions and business units, evaluating, analyzing, documenting, and communicating business requirements, and maintaining the system’s processes aligned with the company’s strategic goals. The role involves collaboration with project teams, proponents, and other stakeholders to ensure effective communication and delivery of expected outcomes.
Key Responsibilities
* Manage Voice Functional Content and Coordination tasks
* Improve UX for Voice, IVR, Trunklines, and all components for Self Help and call routing
* Manage end-to-end processes from requirement analysis, business process mapping, to user story creation and acceptance criteria finalization
* Handle Platform and customer channels functional content and coordination tasks
* Improve UX for Email, SMS, Viber, and other communication channels
* Oversee customer channel and platform/process management
* Enhance processes and content across all CX touchpoints and resolve units for technical and non-technical concerns
* Coordinate with Channels, NOC, and other CICT teams for technical issue resolution
* Work with Marketing, Product, Billing, and other CICT teams for technical concerns
* Manage change and resolve Salesforce and other platform-related issues
* Plan for future state channels, BSS, and OSS processes related to OCP tasks
* Align internal processes across BC, MSP, CXP
Qualifications
* Bachelor’s degree in Industrial Engineering, IT, Computer Science, Business, Management, or related fields
* 3-5 years of experience in business process management or improvement initiatives in ICT or related industries
* Training or certification in ITIL V3/V4, Lean Six Sigma, Design Thinking, or Human-Centered Design is preferred
* Experience in process design, assessment, documentation, and improvement initiatives
* Experience in service delivery and customer experience enhancement
* Proficiency in Microsoft Applications
* Project management and user testing skills
* Experience in data visualization
* Change management expertise
* Analytical thinking and creative problem-solving abilities
Additional Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Research, Analyst, and IT
* Industries: IT Services and Consulting
This job posting appears active; no indication of expiration or closure was found.
#J-18808-Ljbffr