Duties will include but not be limited to:
Consult:
- To lead consultations with customers to identify stakeholders, risks, timelines, hours and any related project items that could impact deliverables
- To interpret and explain ICT concepts to business users and stakeholders while ensuring that technical teams are guided to deliver within scope and budget
Scope:
- Work closely with business stakeholders to understand their needs, objectives, and challenges to accurately define business requirements
- Collaborate with technology teams to design solutions that meet business needs, and ensure solutions match stakeholder requirements, and that sustainable and outcomes-based solutions are created
Document:
- To be responsible for creating functional, technical, development, data dictionary and related project documents to illustrate the scope, workflows, processes and requirements required for success
- To lead the estimation of timelines and hours for projects
- To perform Reverse Engineering alongside technical resources to map out the As-Is state of the Contact Centre before scoping the To-Be state with the customer
- Facilitate the sign-off of documentation, as well as changes, etc.
- Maintain accurate and up-to-date project documentation throughout the project lifecycle, and ensuring these are maintained in the project document repositories
Test:
- To create test cases for a wide range of solutions to perform requirement validation and verification.
- To own the testing and bug finding process in collaboration with technical resources and conduct both internal and external testing
- To conduct the Post Implementation testing during Go-Lives and assist with tracking and identifying bugs or issues
Coaching, Mentoring and Team Collaboration:
- Develop meaningful and lasting relationships with PMO Team, External and Internal stakeholders
- Ongoing collaboration with the Project Manager and Project Team to keep them inform and consulted on all functional activities, updates, scope changes, etc.
- Assist Junior Business Analysts when required and provide coaching and mentoring
Requirements:
- B.Com degree or Diploma in Business Management or Informational Technology
- Relevant Business Analyst Qualifications (i.e. ECBA, CCBA, CBAP)
- 3-5 years in a Business Analyst role
- Contact Centre experience
- Work Force Management Experience
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