Business Analyst - Process & Data
Posted on: April 21, 2017
Client Reference Code: 193585 Business Analyst - Process & Data JOB SUMMARY The Process Reengineering Analyst is responsible for collecting, creating, and communicating requirements and functional designs of Customer Care troubleshooting flows. This position identifies and reports on trends and patterns found within the data, and makes recommendations for business and process improvement. The analyst works with business users to understand requirements and expectations for permanent and ad hoc requests, to meet the analytical data needs of the business unit. MAJOR DUTIES AND RESPONSIBILITIES Supports initiatives that help the Process Reengineering team goal to combine the Voice of the Customer and Voice of the Process to provide a clearer understanding of Customer issues and drive improvements. Lead requirements gathering and analysis sessions with business/end users. Actively and consistently support all efforts to simplify and enhance the customer experience. Interpret data and analyze results using statistical techniques, and provide ongoing reports. Provide reporting and analysis on troubleshooting tool and flow usage and provide recommendations for improvement. Work as liaison between customer care and IT to review, maintain, and enhance Care Troubleshooting flows. Produce ad hoc reports to answer business questions quickly and thoroughly. Create reports and data driven presentations. Contribute to data modeling and design efforts Work closely with management to prioritize business and information needs. Investigate and perform root cause analysis. Define, document, implement and track process flows for all processes, procedures, and policies for the department. Interact with cross-functional teams to ensure business processes and rules are aligned, adjusting documentation accordingly. Document processes using appropriate documentation tools, such as Microsoft Word, Visio, etc. Document and help design the business processes supporting strategic Charter technology and product initiatives. Review agent feedback on troubleshooting flows, document requested changes, and help to lead the change management process. Perform a cross-functional role to facilitate business process changes with stakeholders in other departments; work with stakeholders to support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations. Audit and recommend updates to existing methods, procedures and process documentation on an as needed basis. Participate in process requirements, planning and validation through operational testing to ensure plan changes meet business sponsor needs. Manage the process review and signoff of new methods and procedures. Support testing and roll out of all projects/process improvements that impact the department. Understand policies, procedures and practices for analysis of business performance and impact. Identify trends and occurrences in data and translate findings into various mediums including text, charts, graphs, displays and tables. Perform other duties as requested by management. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Knowledge of customer care tools and database/reporting systems (SQL, Oracle Answer Flow etc.) Strong written and verbal communication and presentation skills Ability to self-train and pick up new skills quickly Proficient use of PC software applications (Access, Word, Excel and PowerPoint) Ability to work independently and manage small projects by themselves Ability to create and maintain spreadsheets Commitment to quality service through appropriate follow through, urgency and persistence Strong analytical skills and the ability to present information in an understandable format Ability to effectively consult with department managers and leaders Moderte knowledge of telephone billing systems Education Bachelors degree in Business or related field or equivalen
Keywords: Spectrum, New England, Business Analyst - Process & Data, Sales, Stamford, Northeast
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