Business Analyst

RESPONSIBILITIES:
Translate business requirements/objectives to system requirements which can be converted into applications.
Interfacing with company's monthly managed customers to provide procurement and support services, utilize applications, build enhanced rapport, and assist clients with mobility management.
Follow consistent implementation of mobility management techniques and strategies for all facets of the business including procurement and support communication.
Work in concert with the executive team to improve overall customer satisfaction and retention.
Work with customers to procure mobility devices and equipment, identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all mobility products.
Escalate unresolved issues to the appropriate channels.
Work under minimal supervision on advanced technical or unusual support problems.
Monitors project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
Determines operational objectives by studying business functions; gathering information; evaluating output requirements and formats.
Provides basic to highly complex technical support to resolve mobile devices activation/set up, configuration and usability questions for end customers.
Work in a multi shift environment to support International users in different time zones.
Provides references for users by writing and maintaining user documentation; providing help desk level 2 support; training users.
Prepares technical reports by collecting, analysing, and summarizing information and trends.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; bench marking state-of-the-art practices; participating in professional societies.

SKILLS:

Qualifications:
Bachelor's degree in Computer Science, MIS, Engineering, Business or area of functional responsibility preferred, or equivalent 10 years of industry work experience
6 years of industry experience in a technical profession
Experience working in a broader enterprise/cross division business unit model
Ability to work in a highly Matrix and geographically diverse business model
Ability to work effectively within a team and as an individual contributor in a fast paced changing environment - multi-tasks, prioritizes and meets deadlines in timely manner
Ability to conduct needs assessments with clients to identify business and marketing requirements to translate into a project plans
Ability to effectively manage multiple projects/tasks of varying complexities, meet deadlines and work well under pressure
Ability to work independently on strategic issues with client, capable of managing fairly complex projects
Extremely strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
Ability to recognize communications difficulties, diagnose the symptoms at the core, and work diplomatically to resolve them
Strong organizational, attention to detail and task follow-up skills
Adept at handling multiple assignments in a timely manner and meeting assigned deadlines