Application Business Analyst – Engagement Center/CRM Workflows

Franciscan Alliance Information ServicesIT & Cybersecurity 3-5 Years

Job Description

WHAT YOU WILL DO
Stay abreast of technology developments and product enhancements for possible inclusion into the work environment.
Proactively work with business units to define problems and architect solutions by studying current practices and applying established process improvement methodologies.
Determine operational objectives by studying business functions, gathering information, and evaluating output requirements and formats.
Conduct requirements gathering using established methodologies (e.g. interviews, workshops, surveys, use cases, scenarios, task and workflow analysis).
Proactively communicate and collaborate with external and internal stakeholders to analyze needs and functional requirements in order to deliver business requirements documentation.
Critically evaluate information gathered from multiple sources; distinguish user requests from the underlying needs and recommend solutions to satisfy those needs.
Produce process improvement and project documentation by; analyzing requirements; constructing workflow charts and diagrams; studying system capabilities and writing specifications.

WHAT IT TAKES TO SUCCEED
Strong analytical and product management skills.
Effective interpersonal skills with the ability to build strong, collaborative relationships with individuals and groups at all levels both within and outside Information Services.
Ability to analyze and document current and future state workflows
Application Delivery and System & Technology Integration.
Implementation Testing Workflow Analysis & Technical Troubleshooting.
Manage conflict and tactfully handle complaints and difficult situations.
Facilitate and lead meetings.
Effectively communicate verbally and in writing as appropriate for the needs of the audience.
Experience with CRM, call center, or consumer engagement workflows a plus.

Posted On

October 29, 2019