| | Business Systems Analyst III Call center Apps
The Business Systems Analyst III primary role is to support systems and staff by recommending and implementing system enhancements that promote efficiency, compliance and growth. In addition, the Business Systems Analyst III contributes broad experience and a high level of expertise in business processes and system functionality. On project assignments of high risk and complexity, the position leads and directs activities such as requirement definition, research, analysis, testing, training, and documentation.
Acts as the customer / IT liaison during analysis, requirements definition and design activities; maintains an understanding of a broad range of business processes and related systems; provides strategic advice for business processes and solutions; collaborates with business stakeholders to define and document business requirements and with technical staff to develop solution alternatives.
Participates in the Project Management process; understands and applies the system development methodology; contributes to project deliverables including vision documents, status reports, and project, risk, resource and financial plans; communicates status, business impacts and system changes to team members, business partners, sponsors, management and other interested parties; coordinates issues, tracking and resolution.
Manages testing activities for maintenance and project assignments; provides guidance for testing strategies, scope and scenarios; reviews and provides advice for testing-related estimates of effort, duration and resource utilization; prepares and reviews test plans; identifies testing risks and contributes to the overall management of project and risk plans; coordinates, manages and participates in complex testing efforts.
Provides general customer and IT support for assigned business applications; deals with the most complex system problem logs; works with business and technical staff to perform effective root-cause analysis and resolution; leads implementation support activities; directs and participates in training support activities such as documentation authoring and preparation, training preparation and delivery or follow-up. Gathers, compiles, interprets and summarizes systems and business process changes; maintains system support tables.
Requirements:
--Requires 5 to 7 years of progressive Business Systems Analyst experience in an Call Center environment. This a MUST, MUST, MUST!
--Helpful to have Project Management experience
--Experience with IT Service Management systems including Change, Configuration, Incident, Problem and Request Management, along with IT Chargeback and Time Tracking is highly desirable
--Experience with Cisco technologies for Contact Centers is highly desirable
--Experience with Call Center systems - IVR/VRU, CTI, Workforce Management, Call Reporting, Call Scripting and Routing is highly desirable
--Maintains awareness of testing alternatives at a level where they can be analyzed and the most effective testing strategy selected and agreed
--Utilizes testing knowledge and experience to assess and advise on the practicality of testing process alternatives.
--Identifies improvements to the process and assists in their implementation.
--Ensures that any risks associated with the agreed test strategy and the system test plan are clearly documented and described to the clients/users and colleagues.
--Manages all risks associated with the testing and takes preventative action when any risks become unacceptable.
--Provides authoritative advice and guidance to colleagues on any aspect of testing, including training for testers and other developers where appropriate.
--Takes responsibility for all phases of testing and the management of the testing activities within a project.
--Important to have Team Leadership skills and Multi Site experience
--Requires ability to estimate, plan, schedule, organize, coordinate, and execute activities
--Requires ability to effectively manage multiple assignments and priorities |
| | | Th company's Operations IS (OIS) has initiated a multi-year program to replace an aging data integration platform built around data federation and virtualization tools to support both ad hoc reporting and GMP validated regulatory reports.
To augment the team responsible for the development phase of the project, OIS is seeking a senior Business Objects developer to provide reporting solutions using SAP Business Objects tool set, develop universes, reports and dashboards. The senior Business Objects developer will work with business users and units to understand business needs, analyze complex business requirements, environmental requirements, conversion requirements, reporting requirements and file structures between various systems.
Essential Duties and Responsibilities include the following:
Develop and implement simple and complex reports and dashboards using Business Objects.
Design data model requirement, report requirement, data access and system security requirement.
Implement data security access, system security access according to design specification.
Develop reporting unit testing plans and conduct system unit test. Performs ad-hoc, standard and regression reporting testing.
Participate in system integration and stress tests across various systems or platform. Assist and support quality assurance testing teams.
Provide input to peers, management and customers for recommendations and alternate solutions and/or improvements.
Prepare design documentation for the projects assigned, provide estimates and conduct peer code review.
Actively work with Business Objects end users to resolve any application, data or user issues. Promote data warehousing and business intelligence concepts to business users, educate and train users on Business Objects reporting tools and data mart content.
Create and define the Hierarchies for various reports based on the Business rule of the Organization.
Create graphical representation of reports such as Bar charts, Pie Charts etc. as per the user requirements.
Skills and experiences:
5+ years experience in the Business Intelligence and Data Warehouse space. Must have strong understanding of DW processes and OLAP concepts, with star schema data models.
3+ years of hands-on Business Objects , report, Universe development, Webi, xCelcius and Crystal report, dashboard design, development and testing experience, specifically in the latest SAP Business Objects Enterprise Platform (BOBJ).
Must have experiences supporting Business Objects clustered environments including installation, configuration, patching, upgrades, monitoring and backups.
Must have strong SQL and tuning experiences.
Must have excellent analytical, conceptual, troubleshooting, and problem-solving skills.
Ability to work under pressure to resolve critical production issues.
Ability to organize, prioritize and meet deadlines
Excellent communications skills, able to work effectively with business users to understand and clarify requirements as well as educate and resolve end user reporting issues.
Demonstrates ability to work in cross-functional teams as well as independent setting.
Support and maintain large scale Business Objects environments including installation, configuration, patching, upgrades, monitoring and backups of the system.
Demonstrates complete full life cycle development experience.
Solid skills in detailed design, development and testing of developed software and systems components.
Exposure to open source and latest frameworks and techniques in efficient code development. | |
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