Senior IT Business Analyst – Order to Cash
Essity
Contact Center Business Analyst
Wells Fargo
full-time
Posted on:
Location Type: Hybrid
Location: Wilmington • North Carolina, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Participate in complex initiatives to drive business value and technical solutions for Credit Card customers in our legacy and modernized applications
- Collaborate with business stakeholders, technology and product teams to design and document end-to-end customer experiences to optimize self-service through the automated system
- Support and participate in testing efforts across the lifecycle of initiatives (e.g., User Acceptance Testing and Production Validation) including daytime and occasional evening/weekend activities
- Partner with business, technology, and third-party vendor teams to document, evaluate, and resolve issues under strict timelines
- Lead project deliverables focused on data-driven decisions and OKRs to ensure contractual milestones are satisfied
- Coordinate communication and information flow between business and technology teams
- Assist in the planning and execution of a variety of programs and initiatives that may include risk mitigation, efficiency, and customer experience
- Collaborate and consult with team leaders in developing project plans, policies and procedures
Requirements
- 4+ years of Business Systems Data experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Understanding contact center technology, reporting tools, and operations (IVR/IVA, Genesys CTI, Google Dialogue Flow, Five9, Nuance, ECCOS, GAX, Octane, JIRA, Confluence, etc.)
- Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Understanding of the IVR/IVA and call routing platforms, including the ability to maintain and configure customer experiences
- Experience in Agile methodology as it relates to product delivery, user story writing, outlining acceptance criteria, raising impediments, understanding definition of done and definition of ready
- Knowledge of the RCSA Risk Management Framework
- Ability to consult, build, and maintain solid working relationships across all organizational levels
- Experience in problem solving & analysis working with end users to solicit requirements and current state analysis
- Experience working in financial products across card products, lending, and banking
- Demonstrated technical acumen to allow for independent analytical research
Benefits
- Hybrid position - in-office requirement 3 days per week
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Business Systems DataAgile methodologyUser Acceptance TestingProduction Validationproblem solvinganalysisrequirements solicitationcurrent state analysisIVR/IVA configurationdata-driven decision making
Soft skills
prioritizationmeeting deadlinesgoal achievementworking under pressureconsultationrelationship buildingcommunicationcollaborationleadershiporganizational skills
