Job Description :
Job Title

Sr. Business Analyst


Detroit, Michigan


12+ Months

Primary Skills

Business Analyst,JIRA

Job Description

"Objectives: The objective of this role is two-fold: to reduce ticket aging across client's BPO Jira projects AND act as a Business Analyst for Jira Team."

Work Products:

-Actively monitors BPO service response rates by creating and using Jira Dashboards to identify Jira tickets approaching or falling outside of SLA.

- Reduces rate of aged tickets by contacting and persuading the ticket's respective operational group leader to remove roadblocks so tickets can be closed.

- Analyzes support data to help identify the root cause and trends to drive change in operational or Jira business practices and end-user behavior.

- Works with stakeholders to gather business requirements, work with Jira Admin to solve for user problems, create user stories and acceptance criteria, create test plans and test.

1) Support- 3-5 years of hands-on experience supporting Jira or similar issue tracking system. This resource must show demonstrated experience they are comfortable creating tickets, linking tickets, managing and prioritizing tickets, and navigating a system to drive ticket aging down. They need to be a master of ticket management.

2) Jira Knowledge - hands-on experience configuring kanban and scrum boards, dashboards, reports and data queries. Experience in configuring workflows and Custom fields.

3) Data Analysis - Experience performing data analysis for the purpose of generating action by stakeholders to reduct ticket aging."

4) Proven experience working with customers and client stakeholders to understand and define business requirements in an Agile Safe development environment.

5) Clear concise verbal communication skills; easy to understand on phone and in person, ability to present/demonstrate outcomes of complex data analysis. Able to persuade leaders outside of their field of influence to remove roadblocks and close tickets.

6) Experience working directly with technologists to develop use cases and functional specifications documents, test plans and test execution.

7) Customer service centric - the ability to maintain compassion for users while concurrently pushing for the larger corporate goal of driving ticket aging down

8) Strong MS Office skills, specifically outlook, Visio, excel, ppt and SharePoint

Bachelors or equivalent combination of education

Jira Admin Certification or equivalent experience