Business Analyst

Job Description:

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

As a member of the Global Unified Communications department, the Business Analyst role is accountable for meeting organizational expectations regarding the delivery of Unified Communications Products and Services. Primary focus will be on the practitioner experience in the virtual and hybrid workplace environment.

 Responsibilities :

• Ensuring timely delivery of products, transparent and timely incident management and analysis of practitioner feedback.
• Optimization of IT process to achieve service and quality excellence and evolve operational effectiveness
• Supporting the line management in tactical organizational support
• Close alignment with the AI Ops team with regard to data analysis and actionable outcomes
• Coordinating with contact centers and change management teams, to ensure all Unified Communication, services and product documentation, is consistent and accurate with regard to Service Now and knowledge documents
• Ensuring all business analysis and quality assurance work products adhere to the practices and standards defined by Community of Practice and project leaders.
• Establishing and revising level of effort estimations, monitoring task execution and meeting established project milestones.
• Collaborating with client facing and technical delivery teams to ensure the efficient elicitation and implementation of business solution functional requirements.

Key skills:

• Oral and written communication skills.
• Interpersonal and consultative skills.
• Facilitation skills.
• Analytical thinking and problem solving.