Sr. Service Business Analyst - Service Technology

Salary depends on experience
Posted on 11/15/17
Less than 5 years experience
Business Services
Salary depends on experience
Posted on 11/15/17

BASIC FUNCTION:

As a part of the Service Management team, the Business Analyst is responsible for developing business requirements for the business unit’s initiatives and/or projects. Service Management department members are responsible for participating on project teams to implement SBS projects to ensure business goals and objectives are accomplished within designated timeframes. Based on a strong level of knowledge of ADP products, regional functions, regional operating systems and procedures, the Business Analyst positions participates as a key contributor in the development and implementation of new or revised ADP products, programs, operating systems and procedures among all Employer Services regional offices. Effective communication skills are required since this position serves as a liaison between and among regional and group staff departments in order to gather, document and analyze business requirements, participate in the development of project plans and implement new programs and products.

RESPONSIBILITIES:

  • Researches, gathers and documents user requirements and seeks input for requested projects by conducting interviews of subject matter experts (SMEs), including clients and ADP associates from the regions or other business units. Identifies business needs and participates as key contributor in the implementation of new or revised ADP products, programs and operating systems/procedures.
  • Serves as a liaison for Service Centers in order to gather, analyze and develop business requirements and implement new or revised business models, products, systems, and procedures.
  • Collaborates with service centers to analyze and identify field business needs and participates in the development of plans, programs, operating systems and procedures to address them. Post implementation of project, may be required to analyze success of rollout and monitor ongoing progress of initiative.
  • Maintains a strong knowledge of applicable products, regional operating systems and procedures by participating in focus groups, product committees and business conferences, as well as visiting regional offices.
  • The Sr. Business Analyst is responsible for preparing accurate requirements documentation. Analyzing fact and requirements and draws appropriate conclusions. Serves as a liaison between and among regional and group staff departments in order to analyze business requirements and roll out new or revised products, systems and procedures to the regional offices. The Sr. Business Analyst organizes, plans and executes action plans effectively. Coordinates multiple people working on complex assignments efficiently. Anticipates recourse requirements and produces realistic time estimates and schedules of completion.
  • This position receives minimal management supervision.
  • This position focuses on medium to large projects or significant segments of larger projects under limited supervision.
  • Complex decision making is required to determine action planning for issues and conflicts that may impact project success. The Sr. Business Analyst is expected prioritize the requirements based on business need. Requires general guidance and oversight from Service Management Leadership for direction and approval on requirements and action plans.
  • Accountable for ensuring that project requirements are clearly defined and documented. Interfaces with IT Systems and Programming, Quality Assurance and Communications Development in development and implementation of project plans. Communicates effectively with SMEs and other department representatives to ensure thorough comprehension of project. Facilitates discussion and leads the team in drawing appropriate conclusions. Prepares clear, accurate concise and understandable written project documentation. If the requirements are not documented thoroughly service center personnel, clients and project success can be adversely impacted.
  • Ability to communicate with business leadership and associates at all levels. May be required to travel to service centers to support project rollouts, attend training classes or to conduct presentations.

QUALIFICATIONS REQUIRED:

EducationQualifications: BA/BS Degree or equivalent in education and experience.

Experience:

  • Minimum of 3-5 years experience in Client Services, Implementation and/or Operations from a technical perspective.
  • Demonstrated experience in gathering and documenting system requirements, design and analysis.
  • Demonstrated mastery of product analysis and design methodologies.
  • Ability to lead and conduct User Acceptance Testing
  • Technical knowledge of IVR, Genesys Routing, CTI, CRM; System integrations.
  • Ability to analyze project requirement information and incorporate it into an effective design program.
  • Ability to listen and communicate effectively.
  • Ability to work under pressure of time constraints necessary.
  • Ability to coordinate multiple people working on complex projects.
  • Demonstrated facilitator/leadership abilities.
  • Excellent written and verbal communication skills.
  • Effective analytical and PC skills are required
  • Ability to create presentations, flowcharts, and/or use

Preference will be given to candidates who have the following:

  • Technical knowledge of IVR, Genesys Routing, CTI, CRM; System integrations.
  • Demonstrated experience in gathering and documenting system requirements, design and analysis
  • Demonstrated mastery of product analysis and design methodologies
  • Ability to analyze project requirement information and incorporate it into an effective design program
  • Ability to listen and communicate effectively
  • Ability to work under pressure of time constraints necessary
  • Ability to coordinate multiple people working on complex projects
  • Demonstrated facilitator/leadership abilities
  • Excellent written and verbal communication skills
  • Effective analytical and PC skills are required
  • Ability to create presentations, flowcharts and/or use flowcharting software (VISIO, etc.).

Req Number: 143353

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