Business Analyst

• Serves as a liaison between the business community and the IT organization in order to provide technical solutions to meet user needs.
• Possesses expertise in the business unit(s) they support, as well as, an understanding of the IT organizations systems and capabilities.
• Analyzes business partners operations to understand their strengths and weaknesses to determine opportunities to automate processes and functions.
• Assists in the business process redesign and documentation as needed for new technology.
• Translates high level business requirements into functional specifications for the IT organization and manages changes to such specifications.
• Educates the IT organization on the direction of the business.
• Negotiates agreements and commitments by facilitating communication between business unit(s) and IT from initial requirements to final implementation.
• Possesses an understanding of technological trends and uses this knowledge to bring solutions to business units supported to enhance the enterprises competitive edge.
• May make recommendations for buy versus build decision.
• Exemplifies Relationship Care and problem resolution skills in providing second level support via email and phone.
• Provides extraordinary customer care by responding to customer second level support queries in a fast-paced customer care environment.
• Develops customer relationships on every interaction that result in measurable customer value.
• Documents new customer support cases in a presentable format with constructive analysis and resolution notes.
• Improves the customer experience by using tools such as iCare, Sales Force, Voice of The Customer, Service Now, and Ecco.
• Assists in the analysis of underlying issues arising from investigations and performs in-depth root cause analysis.
• Delivers small and medium sized projects and performs business system administration.
• Leads emergency bridge calls to circumvent critical issues within SLA.
• Produces scheduled & ad-hoc reporting on an as-needed basis.
• Candidate must speak English and Spanish. Preference will be given to candidates who can also speak Portuguese.
• Candidate must speak English and Spanish.
• Preference will be given to candidates who can also speak Portuguese.

To know more on this position or to schedule an interview, please contact;

Vishwas Jaggi

973-475-7482