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Business Analyst III - Member Services

Company: Building Service 32BJ Benefit Funds
Location: New York
Posted on: January 17, 2020

Job Description:

Position Summary:Under the supervision of the Manager of Business Analysis, the Business Analyst III discovers, synthesizes, and analyzes information to elicit business needs, document requirements, devise strategies and solutions, and implement changes with the goal of improving business outcomes for enterprise- level projects.Essential Duties and Responsibilities:Collaborate with enterprise stakeholders and end users to identify, understand and document business and technical processes and requirements;Lead initiatives related to customer service which include but are not limited to the contact center systems, bots, knowledgebase, and chat;Analyze and prioritize current processes;Conduct gap analyses;Create project plans, manage scope, schedule and costs for the projects;Develop business cases, business, functional and non-functional requirements, feasibility studies and scope solutions for new business processes and technical applications;Assess proposed solutions to determine which fit the business need, identify gaps and shortcomings in solutions and determine necessary workarounds and/or changes to the solutions proposed;Collaborate with business stakeholders to create Cost Benefit Analyses for various initiatives;Coordinate with the vendors and other partners to successfully deliver projects;Create test plans, develop test cases, conduct and coordinate business acceptance and regression testing;Perform tasks after hours, on weekends, and as required by management/supervisory staff.Qualifications:--To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:6+ years of Business Analysis experience, including support of customer service/call center teams, required.Strong knowledge of customer service tools like phone system, contact center software, knowledgebase systems, chat and bots is preferred;Experience with Business Acceptance test planning, test case development and test execution; required.Experience working within project management practices described in the PMI Project Management Body of Knowledge, PMBOK, preferred.Experience with data analysis required.Excellent MS office skills including Excel, Visio, PowerPoint and MS Project.

Keywords: Building Service 32BJ Benefit Funds, New York , Business Analyst III - Member Services, Professions , New York, New York

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