Business Analyst II -- IVR and Web Software Development
The Business Analyst II evaluates business requirements for call center and enterprise business application integration. Gathers requirements for new or modified software systems enhancements and/or integration solutions. Conducts and analyzes business and information technology processes and prepares essential groundwork. Assists business with information gathering and reporting. Works with business and IT for problem resolutions and suggestions. Uses industry standard analysis techniques to uncover client requirements such as data flow modeling, use-case analysis, and data modeling. Elaborates and maintains Business Analysis documents that are essential to business critical application development lifecycles using the appropriate templates or analysis tools. Interacts internally with Software Engineers, Quality Assurance Analysts and Management and interfaces with users in order to determine involvement, data requirements and necessary efforts to complete analysis.
Responsibilities:
* Gathers customer requirements, tracks and documents the development of releases that satisfy the requirements.
* Makes recommendations for necessary changes on projects that come from other departments.
* Validates that HSN business processes are being adhered to; validates business rules and that development is meeting the requirements of the users.
* Participates in the coordination of change control and implementation of system requirements.
* Identifies areas of potential business risk and communicates these to the Manager.
* Performs the project management role for projects of low to medium complexity, defines the scope and manages the timelines and goals of the project.
* Extensive analysis and reporting on IVR call flows, exit points, utilization and speech performance, and other Call Center and telephony metrics.
Requirements:
Minimum Requirements:
* 3 - 4 years of Business Analyst experience.
* Knowledge and experience in gathering requirements, functional design, and other business processes.
* Experience with more than one SDLC methodology.
* Display the ability to work in technical environments such as Oracle, Siebel and SQL.
* Systems-oriented, enjoy work with new tools, and be a self-motivated learner.
* SQL query capability
* Advanced MS Office proficiency
Preferred Requirements:
* Experience with more than one information tracking and planning tool (ERP, CRM, QMS)
* Bachelor's Degree
* Call Center analysis experience
* IVR experience
* Relational database design experience
* Web development experience
* VoiceXML
