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    • Business Analyst - pune - Infoplus Technologies UK Limited

    Infoplus Technologies UK Limited
    Infoplus Technologies UK Limited pune

    1 month ago

    Default job background
    Description

    Greetings from INFOPLUS TECHNOLOGIES

     

     

    We Have a very urgent requirement for a Business Analyst

     

    JOB DETAILS:

     

    Job Title: Business Analyst

    Location: Pune- Hybrid (3 days in office, 2 days remote)

    Type: Permanent role

     

    Project Overview:

    To provide business analytical support for the voice services and contact center environment.

     

    Role:

    The Unified Communications Team supports the contact center and voice technology. This role requires an independent, proactive, and forward-thinking individual that thrives in a fast-paced environment. A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.

     

    Experience Level:

    5-7 Years of experience

     

    Qualifications:

    Bachelor's degree from an accredited institution in Computer Science, Business, or equivalent work experience is required.

     

    Must have skills:

    • 1+ Yrs. of operational administration and support

    • 3 years of professional business analysis experience, with strong relationship management, and support experience

    • Preferred Telecom and Contact Centers experience

    • Experience with Microsoft Office, Teams, Visio, and SharePoint

    • Knowledge of Agile tools like ADO and Confluence

    • Knowledge of Agile and iterative development methodologies

    • Understanding of current technologies and Software Development Lifecycle (SDLC)

    • ITIL framework foundations experience

    • Ability to obtain, understand and respond strategically to business requirements

    • Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed

    • Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously

     

    Nice to Haves:

    • Strong analytical, problem solving and conflict resolution skills

    • Energetic, motivated, service-oriented, ability to multitask

    • Excellent listening, oral, and written communication skills

    • Strong interpersonal and teamwork skills

    • Flexible to new situations and challenges

    • Experience in a global operations environment

     

    Tasks & responsibilities:

    • Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies

    • Serve as liaison with project team and assist with project activities for requirements and implementation efforts

    • Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams

    • Assist with preparing department documentation and presentations for project engagements

    • Establish and maintain department dashboards

    • Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services

    • Maintain team tracker for weekly activities and collect updates from team members

    • Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints

    • Maintain IT Service Management portfolio of processes, procedures, and training material for department

    • Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework

    • Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI's

    • Engagements with Service Now team for design and implementations with intake management

    • Support efforts with department process and outside integrations

    • Maintain Teams and SharePoint site with key business documentation

    • Support business process improvement by evaluating current practices, identifying process improvements, and establishing modifications

    • Support Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requests

    • Maintain inventory records of services

    • Assist with department surveys

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