Business Analyst
Typical Day in Role:
• Assist with Onboarding and deployment of Operations Workspace for the current and upcoming audience which will include requirement gathering, Stakeholder/Technology Teams co-ordination, creating communication etc. to adhere alignment with out of the box practices and industry standards.
• Product investigation to promote future enhancements & updates to Operations Workspace to meet business requirements.
• Create training material, videos and use cases for steady state support to Global Support Teams.
• Update BRD based on the requested changes in the product and ensure required approvals are in place prior to the implementation.
• Work with the vendor, PM and Service Now Lab Lead to ensure proper traction/resolution of issues during development, code review phase aligned with the business requirements and project timelines.
• Ensure regular Stakeholder updates are delivered.
• Assistance with calculating estimates, and proper reporting handover from the Technology Solutions to the Service Desk Teams.
• Act as business SME for Operations Workspace and point of contact for hyper care support for Global stakeholders.
• Business UAT lead for the deployment. Create UAT test cases, consolidate the defects, report to the Technology Team for solutioning, ensure proper sign off to aid operational readiness.
• Conduct Module administration and role management.
• Assistance with product research, planning, implementation, deployment, onboarding, co-ordination, communication, vendor engagement for future planned phases i.e. Live Agent implementation, Generative AI.
• Support operational investigation and assist with operational model design for any new upcoming changes.
• Complete in-depth data analysis on ServiceNow reports leveraging Office 365 (Excel and Power BI) suite for increased automation and efficiency.
• Document process and support flows as needed (including scope definition, process mapping, support flow escalation matrix, RACI, UAT testing, Communication, etc.)
Candidate Requirements/Must-Have skills:
1. 3-4+ years of technical experience as a Business Analyst gathering and documenting requirements/business needs
2. CompTIA A+ Certified or strong knowledge on troubleshooting PC, laptops, mobile devices, printers and networks
3. 2-3+ years of experience with Data analysis to collect, analsyze and interpret data
4. 2-3+ years of experience with Process mapping/modeling and analysis
5. 2-3+ years of working experience with MS O365 Suite – Excel, Power Point
6. 2-3+ years of working experience with ServiceNow
Nice-To-Have Skills:
• Project Management experience
• Power BI experience
• Bilingual in Spanish
• Previous experience in Banking/FI
Soft Skills:
• Excellent communication and interpersonal skills to be able to work well with technical peers and business stakeholders at different levels within the organization
• Strong analytical decision making skills
• Ability to work as part of a team, as well as work independently with minimal direction
Best vs. Average Candidate:
• Strong interpersonal and relationship management skills for effective collaboration with stakeholders and technical teams
• Extensive experience working with different stakeholders and technology teams
• Good knowledge in data analysis and presentation skills using different tools (Power BI preferred)
• Project management experience
• Ability to multitask as the team works on multiple projects simultaneously
Education:
• Post-secondary degree in a technical field such as computer science, computer engineering or related IT field required