The Business Analyst III is needed to lead efforts that will ultimately improve the efficiency of the agent desktop.

This role will largly focus on incident and problem management objectives; improving our ability to report issues and proactively identify areas of efficiency and continuous improvements.

This position also will focus on the identification and prioritization of business-systems improvement requests.

Tracking, coordination and analysis of the re-occurring incidents at the agent desktop and application will be a key functional responsibility.

This person must be able to effectively report and manage system-related incidences and to be certain that follow-up and communication to technical resources is complete, appropriate and measurable.The person will be responsible for successfully implementing an operation that will allow Customer Care to be able to reduce the time and effort needed to report issues and allow the focus on agent desktop performance and improvements.

Essential Job Functions: -Work with customer service personnel to understand agent desktop issues.

-Establish formal tracking process for problem reporting, problem control, error control, conduct major problem reviews and provide management information about quality and operations.

-Assist Program Manager IV in the development and documentation of ITIL related policies and processes.

-Write business requirements and partner with IT to define solutions and prioritize Customer Care needs.

-Lead a new implementation of an industry standard ticketing tool.

-Ensure proper communication related to problem management.

-Coordinate deployment schedules to ensure least impact to Customer Care.

Specific Requirements: -Experience in defining and implementing problem management processes and reporting.

-Experience with ITIL® methods of Incident, Problem and Configuration Management.

-Knowledge and familiarity with customer care technology platforms is a plus.

Specifically call center routing solutions, CRM platforms, ticketing systems and IVR.-Knowledge and experience with setting up and executing User Acceptance Testing.

-Experience in writing detailed business requirements.

-Ability to evaluate information gathered from multiple sources, reconcile conflcits, decompose high level information into details and abstract up from low level information to a general understanding.

-Effective Writing and Communication Skills.

-Strong Business and Call Center Acumen.

-Problem Management and Change Management Skills.

-Customer Service or Technical Service Knowledge ideally having 3 or more years in customer service field.

-Organizational and Analytical Skills.

-Ability to channel information effectively having Decision making skills.

-Influencing and Collaborative Skills.

-Contact Center Experience, valuing Customer Service and setting appropriate expectations.

-Proven Ability to Lead Requirements Gathering Sessions and document accordingly.

-Skills in leading and working in a technical support environment.

Additional Skills (would like to have but not required) -Experience in Business Process Modeling and technical documentation desired.

-Candidates with successful Business Analysis Certificate Program (BACP) desired.

Applied ITIL knowledge and Green/Black Belt Six Sigma experience (or certificate) a plusEducation: Bachelor's degree required (technical or engineering degree preferred ie; Industrial Engineering) Masters preferred.For quick consideration apply here

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