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IVR and Call Delivery Analyst

Eingestellt von Synectics

Gesuchte Skills: Design, Support

Projektbeschreibung

JOB DESCRIPTION/DUTIES:

Responsible for gathering, analysing, and creating comprehensive work products documenting requirements, including validation and traceability, for existing and new applications supporting various business channels.
This position understands how organizations function to accomplish their purpose, and defines capabilities an organization requires to provide a service or meet their goals.
Facilitates communication between organizational units to align the needs of business units in order to create requirement work products for solution providers.
Plans, directs and completes the analysis of business problems to be solved or product/services to be developed for delivery.
Provides technical assistance in identifying, evaluating and developing systems and procedures that are cost effective and meet user requirements.
Assesses system impacts, provides gap and process analysis as well as cost/benefit analysis for system or product/service related initiatives.
Acts as liaison between the user community and internal IT resources.
Plans, facilitates, and participates in working sessions with cross-functional resources.

SKILLS:

Minimum Required Skills/Competencies:

Minimum of 1 to 2 years of systems analysis experience with understanding strategic business information systems
Working understanding of BSA best practice and principles; demonstrated ability to apply BSA principles required.
Strong organizational skills and attention to detail.
Experience with multiple system development life cycle mythologies
Ability to effectively apply techniques which consists of textual formats, modals and diagrams.
Working understanding of business process and system process within one or more knowledge areas
Good written and communication skills; effectively communication with all employee levels and levels of management.
Experience with identifying and resolving requirement impacting issues, working with members of project management team and business SME's/executives to develop and implement viable solutions.
Certificate in Business Systems Analysis (preferably in a quantitative discipline) or equivalent work experience
Demonstrates competent consulting skills and experience to bridge the gap between technology and business operations to enable organizations to make effective decisions.
Technical writing skills producing clear and unambiguous deliverables
Must be proficient and have experience using MS Office (Excel, Work, PowerPoint) and Visio

Preferred skills:

1-2 years experience in software development, software design or business process design and implementation preferred
1-2 years experience in telecommunications industry preferred
1-2 years experience with a formal SDLC preferred
Previous experience with Interactive Voice Response (IVR) systems
Previous experience providing support of call delivery systems such as Avaya and Cisco

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Synectics