CTC004091 - Business Analyst - Intermediate

Secteur industriel: Telecommunications
Type d'emploi: Contract
Durée:
Mode de travail: On Site

Description

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Experience as a Business Analyst working on a project related to IVR and Call Centre, it does not need to be telecom industry. The role includes delivery of IVR and call centre routing in partnership with IT, so experience in delivery is also advantageous.

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The selected candidate will be responsible for analyzing the requirements and recommending an IVR and Routing end to end solution related to a change that the business is making, delivering that change into production in partnership with IT and our vendor, assessing the impact and completing hand off to the business including Training material and a defined support process.

Description:

Responsible for ensuring business requirements are clearly identified, prioritized and documented according to business processes and methodologies.

Key responsibilities include eliciting, analyzing, documenting and validating business requirements, process flows, identifying system and process solution components, and producing functional specifications and all project documentation.. Forward thinking innovator responsible for providing design ideas to develop project solutions. Represent Customer/user experience and translate requirements into defined specifications. Prepares communications and makes presentations on system enhancements and/or alternatives

Acts as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems; Takes ownership for rolling out new system changes/enhancements. Responsibilities include daily management of systems, problem management, change management, and capacity management, and Service Level Agreement; enhancements and acting upon change management requests. Responsible for timely and accurate reporting, e.g. monthly reports, project tracking, time tracking, etc. Liaise with client groups to ensure the delivery does not negatively impact various groups. Transition support and training to the stakeholders as required.

  • Ideal candidate will have IVR and/or Call Center call routing experience.
  • Strong communication skills and customer focus.
  • Data analytics and proficiency in MS office suite of products.
  • Bilingualism is also an asset.
  • Work location is Wynford drive – may be required to travel within Toronto for meetings occasionally

    Contract may be extended for a second 3 month period.

    Work Address Details - 100 Wynford Drive, Don Mills

    Notre barre latérale

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