Sr. Business Analyst

5 years of IT Experience 3 - 5 years of IVR Experience Requirements gathering and analysis Ability to easily learn business process Ability to write and execute test cases, as well as find test data for scenarios Ability to bridge gap between IT and BU IVR projects with significant customizations Webservice analysis and testing Data mapping between applications Analyze data by developing basic SQL/SOQL queries Desired Project work with Contact Center Preferred Project work using Cyara automated IVR testing tool Experience with ICE Mortgage Servicing Procession (MSP) application Experience with Fiserv DNA Experience with IVR reporting, such as eGain or CUIC Experience with Cisco Contact Center and CTI Data Bonus Industry knowledge in Banking Industry knowledge in Loan Servicing Responsibilities The Business Analyst will work with our IVR Team for Client's Customer Engagement Team and Performing Servicing Team, as well as other Lines of Business across the Bank. Elicits requirements using interviews, data analysis, workshops, use cases, scenarios, business process analysis and task and workflow analysis. In depth analysis for purposes of mapping to Data Warehouse and source system Web Services. Validate development matches the business expectations Understand the upstream and downstream effects of the application functionality both from the business process perspective and technology. Facilitate UAT with the Business Units. Coordinate communication between different development disciplines, IVR, Contact Center, Java, Enterprise Data Warehouse and IT Operations. Collaborate with other IT Teams and Business Units with an interest in the application updates made by the Workstream.