Business Analyst

Operations

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 16 Jan 2020

Main Purpose of the role

The key purpose of the role is to work with the product manager/s and operational community to identify operational needs, elicit and detail requirements, carry out impact analysis, liaise with technology teams for delivery and manage delivery into operations.

Key Responsibilities
  • Working along with the product manager to assess business needs from various stakeholders and build a roadmap for the product/s such as but not limited to Salesforce service cloud, IVR and selfcare portal
  • Detailing requirements and functional specifications including process models where necessary and engaging with technical teams and third parties for delivery and testing of these
  • Responsible for carrying out operational impact assessment caused by any new changes (new product launch, new improvement request etc) to identify, system, process and training needs
  • Be responsible for service transition, manage different stakeholders within ops and training to ensure the change is effectively delivered into operations.
  • Responsible for consistency of processes within operational space ensuring it's fit for purpose and constantly look at means to improve itBe the internal product expert and be able to advise on the key features, current issues and future improvements

Skills and expereince required

  • Minimum of three years of experience as a business analyst preferably in a telecom or a contact centre set up
  • Experience in salesforce or selfcare/digital projects is required
  • Ability to build relationships and influence stakeholders in a matrix environment
  • Process analysis and design experience
  • Highly analytical and ability to use data to make decisions
  • Enthusiasm for working in a pressurized, start-up style environment subject to rapid change
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties