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Business Process & Solutions Analyst


Job ID 9556185 Date posted 10/05/2018 Location Madison, Wisconsin Job Type Full-time - Regular
Job Summary: The Business Process and Solutions Analyst will own the strategic management, reporting, and vendor relationships of all technology tools within the Customer Contact Center. This role supports the execution of strategic partnership decisions, in regards to technology tools, using qualitative and quantitative analyses. The role requires the ability to draft regular, clear and concise internal communication about on-going technology initiatives and updates, sometimes under tight deadlines. We are looking for a methodical analyst to analyze potential technology improvements and communicate strategic initiatives to support Leadership in making key decisions.
  • Guide Leaders to understand business technology objectives, determine where improvements can be made, and help develop systems and processes that benefit those business improvement goals
  • Own the relationship with various vendors in regards to all technical tools used within the Customer Contact Center that drive the Agents' success with our Guests
  • Review and present technological upgrades to business partners; once new or enhanced functionality has been released, you will analyze and test new features and help guide your business partners on using new functionality
  • Serve as the technical subject-matter expert of business processes and provide guidance to Contact Center teams and Leadership in order to effectively develop and deploy solutions
  • Act as a conduit between the technology tools and operations in integrating business process with systems
  • Work closely with business partners to documents needs systematically, review viable solutions, test new functionality, and track post-implementation results
  • Use data analysis to help create projects, implement agreed-upon changes, and complete projects in a timely manner
  • Identify opportunities to leverage technology tools to support and enhance business partner collaboration and productivity needs; work directly with business partners to understand and define needs, then research and present potential solutions to business partners
  • Implement and manage standard testing procedures for system changes, which may include creating, reviewing, executing, and tracking test plans and results
    • Own the validation testing procedures to ensure they meet both business and technical requirements
  • Partner with the IT Support team to identify gaps in issue reporting, reconciliation, and resolution on Contact Center tools as assigned
  • Partner with Systems Engineering to maintain complete architectural connectivity diagrams while owning the process and data flow diagrams for all processes and systems used within the Contact Center
  • Elicit and document requirements, risks and priorities for business processes
  • Provide accurate translation of business requirements into functional requirements
  • Analyze business requirements and perform current/target/gap/impact analyses
  • Participate in consensus building with business stakeholders
  • Define, validate, and help drive solutions that meet business needs
  • Prepare documents such as use cases, current and proposed process workflows, data flows, implementation plans, and end user guides as needed
  • Interpret written business requirements, functional requirements and technical specs and partner with the technology team and vendors on solutions that meet business needs
  • Collaborate with IT and business partners to develop, document, text, and troubleshoot end to end technical solutions


Required Qualifications:

  • Bachelor's degree in business, information technology, or a related field
  • 5+ years relevant business analysis and/or consulting work experience required
  • 3+ years of experience working in a Contact Center
  • Strong analytical skills, problem solving capabilities, as well as project management experience desired
  • Strong communication and presentation skills -- able to speak and write in a clear and articulate manner to all levels of the organization
  • Must be proficient in documenting use cases and experienced in software quality assurance and technology testing practices
  • High level understanding of one or more programming languages


Preferred Qualifications:

  • Master's Degree in Information Technology or Business Operations
  • Salesforce experience
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