Sr. Business Systems Analyst

This role will be responsible for the design, testing, implementation and ongoing support of our Interactions Virtual Assistant application. This position will document business processes, develop needs analysis, document functional and technical specifications, perform system and user acceptance testing, and effectively communicate specific technical, business and financial concepts to stakeholders across the organization.

Responsibilities include:

• Develop strong relationships across the organization and partner with stakeholders to understand their service model and assess opportunities for customer self-help, automation and process improvement using the application
• Perform detailed business analysis to document and analyze these opportunities
• Proactively determine future use cases and necessary design changes based on new business lines, products and initiatives
• Develop and present recommendations for new functionality and design changes; Assess and present operational and financial impact of recommendations
• Create documentation in support of business and technology requests by working with internal business users and technical SMEs; documentation to include detailed requirements and user stories
• Design and implement operational processes, perform system setup validation, execute test procedures, lead efforts to triage newly reported issues, conduct root cause analyses and facilitate the resolution of confirmed issues
• Participate in business analysis project planning and management (document & maintain plans, manage issue logs & prepares project documentation).
• Prepare and distribute reports to show the ROI of changes post implementation and compare to expected financial projections; be able to present this information to all levels of management
• Assist business partners in understanding the application infrastructure and possible use cases for the technology
• Responsible for project leadership and project reporting standards
• Manage vendor relationship
• Other duties and projects as assigned.

 Qualifications:

• Salesforce experience required
• Experience creating and presenting financial justification business cases required
• Project management, system implementation and system integration experience required
• Minimum of 3-5 years of professional experience working with and supporting business applications
• Ability to take initiative in researching problems and proposing solutions
• Experience in project management or managing regular software release cycles, working with support vendors
• Experience with project reporting - status, milestones, deliverables
• Ability to perform various roles (e.g., business analyst, systems analyst, data analyst, tester)
• Other project work as assigned
• Some travel required
• Understanding of call center telephony systems helpful
• PMP (Project Management Professional) designation a plus