Business Analyst

4 days ago

Pasig, Philippines UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC. Full time

Job Overview The Business Analyst responsible for partnering with stakeholders across different functions and business units and evaluating, analyzing, documenting, and communicating the business requirements and maintain said system’s processes as aligned to the company’s strategic goals and imperatives. The partnership with the project team, proponents, and other stakeholders alco encompasses collaboration and effective communication and delivery of the expected output/outcome. Key Responsibilities Manage Voice Functional Content and Coordination tasks UX Improvement for Voice, IVR, Trunklines and all components for Self Help and call routing to the agent End to End Process Management from requirement analysis, business process mapping, user story creation and acceptance criteria creation and finalization Platform and customer channels Functional Content and coordination tasks UX Improvement for Email, SMS, Viber, SMS and other Improvement initiatives End to End Customer Channel and Platform/Process Process Management Process and Content Improvement – All CX Touchpoints and Resolving Units for Technical Concerns Coordination for Channels, NOC and other CICT Teams for technical concerns and resolution Process and Content Improvement – All CX Touchpoints and Resolving Units for Non-Technical Concerns. Coordination with Marketing, Product, Billing and other CICT Teams for technical concerns and resolution. Change management and resolution of Salesforce and other end user platform related issues Future State – Channels. BSS, and other OSS process/functional content for OCP related tasks Alignment of BC, MSP, CXP internal process Qualifications Candidate must possess at least a Bachelor/College degree in any of the following fields (Industrial Engineering, IT or Computer Science, Business or Business Administration, Management, Other related fields) 3-5 years of solid work experience in handling business processes and/or process improvement initiatives for ICT companies (or adjacent industries) Training or certification in ITIL V3 or V4, Lean Six Sigma, Design Thinking, and Human Centered Designed preferred but not required Experience in managing process design, business process assessment and documentation, and or improvement initiatives Experience in initiating improvement/enhancement initiatives to improve service delivery and customer experience Strong working knowledge of relevant Microsoft Applications Proven ability to manage projects and user testing Extensive experience in data visualization Change management Analytical thinking and creative problem solving #J-18808-Ljbffr

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