Senior Business Analyst

3 weeks ago

Toronto, Ontario, Canada Servion Global Solutions Full time

Summary:

This role [Business Analyst] works closely with the customer/business stakeholders and technical team. This role must have knowledge and/or relevant experience in the contact Center domain. This role is a major contributor to the requirements specification deliverables, therefore the Business Analyst should able to elicit requirements and write business/functional documents.

Business Analyst must understand the software development process and should have critical thinking ability with strong problem-solving skill. To be successful in this role, the candidate must be detailed-oriented, self-starter with excellent communication skills, working independently and thrives working under deadlines.

Key duties and responsibilities

  • Work with project managers, architects, and vendors to understand high-level design, cross-interface impact, architectural/non-functional features, and detail the requirements.
  • Defining detailed functional requirements (business logic, integration requirements, source to target mapping) in alignment with business needs.
  • Experience in preparing requirement documents, user stories, call flow, data flow, process flow charts and wireframes.
  • Follow and contribute to BA best practices, processes, techniques, tools and make sure to deliver a consistent quality artifact to customers.
  • Should independently facilitate and lead the requirement-gathering workshops.
  • Should lead cross-functional elicitation requirement sessions with SMEs to determine potential conflicts or other requirements that may exist in other areas.
  • Ability to work independently and handle multiple projects.
  • Ability to bring knowledge and understand trends, best practices and provide recommendations in functional scope.
  • Work closely with the testing team ensuring proper hand shake in understanding the requirements and make sure proper coverage of the functionality during the test phases.
  • Monitor and control scope creep and manage change requests.
  • Excellent communication and presentation (both oral and written) skills
  • Prior experience and understanding of Agile Methodology is a plus.

Education Qualifications and Experience Required:

  • Bachelors or master's degree in business administration, Computer Science or in a related discipline is required.
  • Business Analyst with extensive knowledge on contact center technologies including IVR, CTI, Chat, dialers, ChatBot, Email, Social media, RPA is a plus.
  • Understanding Conversational IVA/IVR is added an advantage.
  • Knowledge on Telco domain is a plus.
  • Experience on at least one Contact Center OeM Product (Cisco, Genesys, Avaya, Amazon Connect [AWS]) is a plus.
  • Detail-oriented, organized, and task-oriented.
  • Strong analytical skills while analysing processes.
  • Proficiency in Word, Power Point, Excel and Visio.

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