Senior Business Analyst
Mandaluyong, Metro Manila, National Capital, PH
5d ago

Enterprise Senior Business Analyst

TeleTech is seeking a Senior Business Analyst to join our Technology Innovation Group Information Technology Project Management Organization (TIG ITPMO).

We’re a global company that is 46,000+ employees strong. We design, build, and operate exceptional customer experiences (CX).

In today’s fast-paced world, it is not easy to create meaningful connections with your customers, but that is where we come in.

We have been delivering incredible customer experiences for 37 years by unifying our core capabilities of technology, services, and strategy.

Our global IT organization of 600 supports the entire enterprise that encompasses over 40,000 endpoints across our businesses that empower global and emerging brands to drive top-line revenue, generate efficiency and cost savings, and enable long-term, sustainable growth.

The Enterprise Business Analysis team serves a pivotal role between TeleTech Enterprise Services (which include such organizations as Human Capital, Legal, and Communications) and IT functional domain engineering groups.

The Enterprise Senior Business Analyst will work with minimal supervision alongside Enterprise Services stakeholders and IT subject matter experts to capture, validate, and document business and technical requirements and ensure that proper approvals and stakeholder review of all requirement and test documents are conducted before official handoff to the TIG - ITPMO for launch and execution.

What you’ll be doing :

The Enterprise Senior Business Analyst will be a liaison between business stakeholders and IT to elicit, analyze, document, communicate, prioritize, and validate requirements and test cases for new Enterprise Services and IT technology implementations.

The Analyst will understand business problems and can diagram complex business interactions and processes to use in eliciting technical business requirements.

The Senior Business Analyst should have an interest in enterprise network architecture, telecommunications, cloud computing, and overall contact center technology.

You will be responsible for :

  • Leading calls with multiple business stakeholders to elicit, prioritize, and finalize business requirements
  • Working together with technical subject matter experts (SMEs) and solution architects to capture detailed functional requirements for solutions supporting the goals of the business stakeholders
  • Clearly describing technical requirements for new technologies
  • Making sure important project details are not overlooked
  • Formulating and defining user stories, use cases, and test cases
  • Producing multiple types of visual supporting documentation ranging from cross-functional process flows to Unified Modeling Language (UML) diagrams or others depending on the needs of the project.
  • Confirming delivered solutions meet the needs of the business and their expected measurements of success.
  • Identifying problems and opportunities with current and future Enterprise Services software deployments
  • Desired Skills and Experience :

  • Proficient in English, required
  • 3+ years’ experience with Information Technology (IT) technical analysis, systems analysis, or business analysis
  • Proficiency in writing detailed technical requirements in English
  • 2+ years’ experience in eliciting business and technical requirements from stakeholders and subject matter experts
  • 2-5 years of call center experience
  • Related college degree and / or equivalent work experience
  • Strong attention to details and a solid analytic skill base.
  • Strong knowledge of the following Microsoft Office applications : Word, Visio, and Excel
  • Strong time management and ability to meet time constraints
  • Behavioral Characteristics (Ethics, Integrity)
  • Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes.

    Headhunters and recruitment agencies may not submit resumes / CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.

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