1+ months

BUSINESS ANALYST IT

Jacksonville, FL 32205
JobTitle: BUSINESS ANALYST IT
Job ID: 357946_en-us
Salary Range: 0.0- 0.0
Job Category: Customer Service
Employment type: Full Time

Position Description:

The call center production support analyst provides daily support for call center systems. Support includes business side tier 1 troubleshooting, system configuration changes, security changes, and minor issue resolution. Issue tracking and resolution must be done within established processes/systems with the ability to recommend improvements to the processes/systems. Clear documentation regarding the status, research, and resolution of the issues is required. The candidate must become a SME in the supported systems and have in-depth knowledge of user interface as well as backend system integrations/functions. The candidate must be comfortable discussing change impacts and issues with a variety of people within the organization including users, management, and IT personnel. Supported systems will primarily focus on telephony, consolidated desktop, order entry, and order management, but may include secondary focus on other systems. system integrations/functions. The candidate must be comfortable discussing change impacts and issues with a variety of people within the organization including users, management, and IT personnel. Supported systems will primarily focus on telephony, consolidated desktop, order entry, and order management, but may include secondary focus on other systems.



MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 35% Provides Tier 1 support, complete security changes, and system configuration changes
  • 15% Gains SME knowledge of the supported applications including purpose, capabilities, limitations, and use within the business
  • 15%  Partners with IT to ensure requirements are translated properly into functional specifications, design documents, and QA test cases
  • 15%  Performs or helps coordinate UAT and production smoke testing
  • 10%  Ensures reported incidents are tracked and documented (include scope, resource requirements, and impact)
  • 5% Develops functional requirements to meet business objectives
  • 5% Develops user acceptance test cases to ensure successful validation of systems functionality



    NATURE AND SCOPE
    Reports to a director-level position within Customer Service
    No direct reports, however, the position will be required to mentor others who have the need for assistance

    ENVIRONMENTAL JOB REQUIREMENTS
    ENVIRONMENT: 
    Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    TRAVEL: 
    Typically requires overnight travel up to 30% of the time.

Categories

Posted: 2020-08-19 Expires: 2020-10-17

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