Customer Operations Business Analyst — Process Improvement & Solutions

Dev; Stamford (CT); On-site; USD 90,000 - 120,000; Full time

Job summary

Dev in Stamford, CT is seeking a Business Analyst to bridge Bulk MDU Markets, Network Operations, Field Operations, Customer Operations, and Billing with IT and Product teams. You will translate user needs into detailed specifications and work independently to deliver technical solutions that improve the customer experience.

The role requires strong analytical skills, excellent communication and presentation abilities, and experience documenting requirements, developing test plans, and

Qualifications

• Bachelor’s degree in business administration, computer science or related field.
• CAPM or CBAP 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.

Responsibilities

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Analyze business partner’s operations to understand strengths and weaknesses to determine opportunities to automate processes.
• 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 units 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.

Skills

Reading/writing English

Strong analytical ability

Excellent presentation skills

Interpersonal skills

Independent work

Education

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

CAPM or CBAP certifications

Job description

Dev in Stamford, CT is seeking a Business Analyst to bridge Bulk MDU Markets, Network Operations, Field Operations, Customer Operations, and Billing with IT and Product teams. You will translate user needs into detailed specifications and work independently to deliver technical solutions that improve the customer experience.

The role requires strong analytical skills, excellent communication and presentation abilities, and experience documenting requirements, developing test plans, and