Hi, Hope you are doing well. Please find the below requirements and send the suitable profiles to [email protected] REQ # 1 Job Name: Business Analyst - Call Center IVR/Routing Enhancements Job Nbr: 8114 Number of Openings: 1
Location: Charlotte, NC Start Date: Mar-15-10 End Date: Dec-17-10 Primary Skills: Desktop # of Years Required: 4-6 Secondary Skills: Siebel, Telephony # of Years Required: 0-2 Job Purpose/ Description: The role of the Senior Application Analyst is to serve as the liaison between the business community and IT to analyze requirements for delivery in the Telephony (IVR/call routing) space. • Plan, conduct, and may direct the analysis of complex business issues to be solved with process changes and information systems. • Apply a broad knowledge of various business processes and functions and technical expertise to accurately anticipate organizational impacts. • Must be able to facilitate business requirements gathering and definition in various formats including joint collaboration sessions with business and IT, targeted Q&A sessions with multiple Subject Matter Experts, and one-on-one user interviews in order to provide solutions that meet business and user needs. • Should possess business domain expertise in eBusiness to support and understand the systems and capabilities of IT. • Works with the User Experience and Design teams to effectively apply IVR/call routing User Interface standards / protocol to address business, user, and functional requirements. • Translate high level business requirements into functional specifications and manage changes to specifications. • Negotiate deliverables by facilitating communication between business unit(s) and IT from initial requirements to final implementation. • Analyze business partner operations to understand their strengths / weaknesses and determine opportunities to improve / automate processes and functions. • Participate in the recommendation of buy vs. build vs. re-use decisions. • Serve as liaison with Quality Management to ensure test and integration plans meet requirement objectives. • Follow rigorous SDLC and project management life cycle and best practices, comply with internal Sarbanes Oxley (SOX) and other compliance related processes and adhere to Change Control and Problem Management procedures. Tasks and Responsibilities: • Comfortable in senior-analyst role, completing documentation (BRD, FDD, etc) and facilitating end-to-end delivery • Possesses strong time-management skills (candidate may work on parallel initiatives) • Possesses experience writing and executing test cases • Completely adept at understanding and executing the details across multiple operations functions within the end-to-end flow of operations. • Displays problem solving and analytical skills, using them to resolve business problems. • Adept at understanding operational nuances across multiple business areas. • Excellent communication, analytical, negotiation, and leadership skills; solid technical and problem solving abilities. • May serve as back-up for manager • May have involvement with the business during its strategic planning and budget cycles to leverage knowledge and anticipate technology transformation potential from a customer perspective; provides buy vs. build recommendations; assists in platform determination. Required education/experience: • Bachelor’s Degree or equivalent work experience in Computer Science, Information Systems, or other related field. • 5 plus years of IT work experience in applications programming / analysis. • Excellent working knowledge of systems / applications software and the Information Technology industry; understands their role in supporting business requirements / technical solutions. • Serves as point of escalation for complex issues. • Responsible for developing and executing project plans, as well as coordinating groups of IT staff. • Experience in a relationship management role, serving as the primary contact for both business and IT teams - must have facilitated status meetings, led requirements gathering and design sessions, and participated in a structured testing cycle. Other Comments for Vendors: • Candidate will not serve in the technical development capacity - candidate will work closely with business partners to deliver key call center initiatives, partnering with a team of technical developers. Excellent communication and project management skills are a must - candidate must be comfortable and confident interfacing with the business teams. • Candidate must have experience creating and documenting key project life-cycle deliverables, such as business requirements, functional design, test plan, test cases/scripts, and implementation planning documents • Prior experience supporting call center initiatives/applications (i.e. IVR, call routing, Siebel, etc) is a huge plus, but not necessarily required • Ability to read/speak/interpret Spanish language is a plus, but not required Chandu Akkineni Palette IT Solutions Inc. Voice: 909-581-8554 Email Id: [email protected] Web: www.paletteitsolutions.com Yahoo IM: paletteitsolutions Gtalk : aforakkineni -- You received this message because you are subscribed to the Google Groups "OracleD2K" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/oracled2k?hl=en.
