Job Description :
Job Title: Business Analyst 3
Location: Columbus, OH
Long Term contract
Key Responsibilities and Scope of Activities:
Business Intelligence
- Develop report specifications, dashboards, visualizations, and reports and metrics based on stakeholder requirements with a high degree of attention to detail.
- Partner with stakeholders and technologist to implement/automate/operationalize data models into day-to-day business decision making.
- Maintain up-to-date knowledge of best practices in data visualization and business intelligence including but not limited to knowledge of cutting-edge features of Tableau.
Business Process Mapping
- Understand the end to end integration of call center tools and operations with application systems, interfaces, web portals, and data flow.
- Understand key business processes, facilitate stakeholder requirements sessions, perform complex business process mapping, and implement project schedules to support process improvement initiatives.
- Manage awareness campaigns to help stakeholders leverage process techniques, methods and tools that increase performance. Advise business and systems partners on the issues and problems that they will face as process implementation activities unfold.
- Facilitate the development of office-wide vision and strategies for Help Desk related processes.
Help Desk Leadership
- Actively monitor and evaluate calls and cases to ensure established quality standards are adhered to consistently.
- Identify, monitor and drive resolution and corrective action of pervasive user issues. Identify and monitor key trends amongst business customers. Establish standards and policies, and provide mentoring and training to engage Tier 2 Help Desk Team members to ensure customer service is continuously provided to meet or exceed established goals.
- Coordinate Tier 2 Help Desk activities with the Tier 3 Technical Support team and other OBG related Help Desks and stakeholders to provide a seamless experience for customers. Understanding of identity management, including processes with Experian.
- Ability to resolve basic to medium complexity technical issues without the need for escalation to the Tier 3 Technical Support Team.
- Understand Help Desk processes in order to handle customer inquiries in a professional and efficient manner, when required.
Required Skills
- Bachelor’s degree in Computer Science, information technology, engineering, Management Information Systems or related area or equivalent experience.
- Ten years of demonstrated success in managing people and creating a culture of cross-organizational collaboration.
- Ability to manage complex issues and projects using project management concepts and techniques.
- Understanding of software development lifecycle development practices, with working knowledge of ITSM or ITIL.
- Experience in business intelligence/data analysis.
- Experience in business process mapping.