Business Analyst - Cust Ops

JOB SUMMARY

The Business Analyst serves as a liaison between the business community (Bulk MDU Markets, Network Operations, Field Operations, Customer Operations, and Billing) and technical organizations (IT, Technology Services, Engineering, and Product) and/or vendors in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) supported as well as an understanding of the technical organization’s systems and capabilities.

Provides complex analysis services, translating user needs into detailed specifications to allow Information Technology Department to deliver an appropriate solution. Works independently with minimal supervision.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.
• Assist in business process redesign and documentation as needed for new technology.
• Translate high-level business requirements into functional specifications for the technical organization and/or vendors. Manage changes to such specifications.
• Negotiate agreements and commitments by facilitating communication between business unit(s) and technical teams and/or vendors from initial requirements to final implementation.
• Work with business partners within one business function to align technology solutions within business strategies.
• Assist Project Managers in development of project plans and use associated project planning tools as needed.
• Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.
• Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.
• Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.
• Collaborate with management in systems development and design.
• Develop test plans and coordinate software testing.
• Perform other duties as assigned.

• Ability to read, write, speak and understand English
• Working knowledge of high speed data and WiFi products, digital portals/platforms, and required operational processes and systems
• Excellent interpersonal skills and ability to present performance feedback effectively
• Excellent presentation skills with small- to medium-sized groups
• Strong analytical ability
• Ability to work independently

Bachelor’s degree in business administration, computer science or related field

• Procedural documentation and project implementation experience

• Demonstrated project management and leadership abilities
• Working knowledge of bulk MDU markets and required operational processes and systems

• CAPM (Certified Associate in Project Management) or CBAP (Certified Business Analysis Professional) Certifications

• 5 years’ experience eliciting business and technical requirements in a highly complex environment of call center/customer care operations management experience
• 3-5 years’ experience developing and refining process flows
• 3-5 years’ experience creating test plans and executing software and/or process validation testing

Normal office conditions