Synectics
Business Analyst (IT)
Synectics, Chicago, Illinois, United States, 60290
Job Description:
The Business Analyst is the primary liaison between the business community, technology organization and external partners for all team and project requirements during the analysis phase of a project by proactively conducting interviews with all project stakeholders to elicit functional requirements in an organized manner then managing and communicating those requirements throughout the project lifecycle, facilitate change management procedures and assist in test planning.Support the Unified Communications team Project team in the analysis of Application Inventory to identify the application owner(s) and take necessary steps to determine remediation, as well as support process improvement the team.Work closely with product owners to align service activities and establish and maintain monthly metrics for services.Our team is a very collaborative, diverse, and energetic group of technology professionals.We are looking for a resource to provide business analytical support with the various tasks for the voice services and contact center environment.The Unified Communications Team supports the contact center and voice technology.Business Analysis with process mapping, process baseline and process improvement measurement.Training and Documentation.Liaison between business applications and Infrastructure.Support Infrastructure project team in achieving expected outcome to meet acceptance criteria.Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studiesServe as liaison with project team and assist with project activities for requirements and implementation effortsContributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagramsAssist with preparing department documentation and presentations for project engagementsEstablish and maintain department dashboardsProvide weekly, monthly, and quarterly metrics for voice and Contact Centers servicesMaintain team tracker for weekly activities and collect updates from team membersSupport team project activities in Azure Dev Ops, buildout with stories for weekly sprintsMaintain IT Service Management portfolio of processes, procedures, and training material for departmentSupport Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL frameworkCollect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI'sEngagements with Service Now team for design and implementations with intake managementSupport efforts with department process and outside integrationsMaintain Teams and SharePoint site with key business documentationSupport business process improvement by evaluating current practices, identifying process improvements, and establishing modificationsSupport Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requestsMaintain inventory records of servicesAssist with department surveysQualifications :
Bachelor's degree preferred in Computer Science, information systems or a related field.BA Industry certifications preferred (CBCP, BCI, or ITIL)An independent, proactive, and forward-thinking individual that thrives in a fast-paced environment.A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.5 - 7+ years performing business analysis, requirements gathering, process mapping and clear concise procedure documentation, with strong relationship management, and support experience.Experience as Business Analyst in Infrastructure and/or applications with application lifecycle, server-client applications, and application certifications is helpful.Proficiency in defining processes, analytics, Key Performance Indicators (KPI) with baselining of KPIs.Experience in developing enterprise level business training.Experience working in a team-oriented, collaborative environment is essential.Familiarity working with Project/Portfolio Management Tools such as Clarity and Service Now, Jira, Azure DevOps, and Confluence etc.Knowledge of Agile and iterative development methodologies.Solid working knowledge of MS Office Suite and other software including MS Teams/SharePoint, OneNote, Azure DevOps (ADO), Excel (Pivot tables, basic formulas), and Visio,Strong communication skills to effectively collaborate all members of the project team.Understanding of current technologies and Software Development Lifecycle (SDLC)ITIL framework foundations experience.Ability to obtain, understand and respond strategically to business requirements.Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed.Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously.Strong analytical, problem solving and conflict resolution skills.Energetic, motivated, service-oriented, ability to multitask.Excellent listening, oral, and written communication skillsStrong interpersonal and teamwork skills.Flexible to new situations and challenges.Experience in a global operations environment.Preferred Telecom and Contact Centers experience.Hours: 8:00am - 5:00pm
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.
Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.
Synectics is an equal opportunity employer.
The Business Analyst is the primary liaison between the business community, technology organization and external partners for all team and project requirements during the analysis phase of a project by proactively conducting interviews with all project stakeholders to elicit functional requirements in an organized manner then managing and communicating those requirements throughout the project lifecycle, facilitate change management procedures and assist in test planning.Support the Unified Communications team Project team in the analysis of Application Inventory to identify the application owner(s) and take necessary steps to determine remediation, as well as support process improvement the team.Work closely with product owners to align service activities and establish and maintain monthly metrics for services.Our team is a very collaborative, diverse, and energetic group of technology professionals.We are looking for a resource to provide business analytical support with the various tasks for the voice services and contact center environment.The Unified Communications Team supports the contact center and voice technology.Business Analysis with process mapping, process baseline and process improvement measurement.Training and Documentation.Liaison between business applications and Infrastructure.Support Infrastructure project team in achieving expected outcome to meet acceptance criteria.Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studiesServe as liaison with project team and assist with project activities for requirements and implementation effortsContributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagramsAssist with preparing department documentation and presentations for project engagementsEstablish and maintain department dashboardsProvide weekly, monthly, and quarterly metrics for voice and Contact Centers servicesMaintain team tracker for weekly activities and collect updates from team membersSupport team project activities in Azure Dev Ops, buildout with stories for weekly sprintsMaintain IT Service Management portfolio of processes, procedures, and training material for departmentSupport Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL frameworkCollect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI'sEngagements with Service Now team for design and implementations with intake managementSupport efforts with department process and outside integrationsMaintain Teams and SharePoint site with key business documentationSupport business process improvement by evaluating current practices, identifying process improvements, and establishing modificationsSupport Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requestsMaintain inventory records of servicesAssist with department surveysQualifications :
Bachelor's degree preferred in Computer Science, information systems or a related field.BA Industry certifications preferred (CBCP, BCI, or ITIL)An independent, proactive, and forward-thinking individual that thrives in a fast-paced environment.A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.5 - 7+ years performing business analysis, requirements gathering, process mapping and clear concise procedure documentation, with strong relationship management, and support experience.Experience as Business Analyst in Infrastructure and/or applications with application lifecycle, server-client applications, and application certifications is helpful.Proficiency in defining processes, analytics, Key Performance Indicators (KPI) with baselining of KPIs.Experience in developing enterprise level business training.Experience working in a team-oriented, collaborative environment is essential.Familiarity working with Project/Portfolio Management Tools such as Clarity and Service Now, Jira, Azure DevOps, and Confluence etc.Knowledge of Agile and iterative development methodologies.Solid working knowledge of MS Office Suite and other software including MS Teams/SharePoint, OneNote, Azure DevOps (ADO), Excel (Pivot tables, basic formulas), and Visio,Strong communication skills to effectively collaborate all members of the project team.Understanding of current technologies and Software Development Lifecycle (SDLC)ITIL framework foundations experience.Ability to obtain, understand and respond strategically to business requirements.Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed.Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously.Strong analytical, problem solving and conflict resolution skills.Energetic, motivated, service-oriented, ability to multitask.Excellent listening, oral, and written communication skillsStrong interpersonal and teamwork skills.Flexible to new situations and challenges.Experience in a global operations environment.Preferred Telecom and Contact Centers experience.Hours: 8:00am - 5:00pm
Benefits:
Healthcare Insurance: Synectics offers eligible employees and their dependents healthcare coverage through BlueCross BlueShield of Illinois. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics. Premiums are subsidized by Synectics.
Dental Insurance: Synectics offers eligible employees and their dependents a dental plan through MetLife. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.
Vision Insurance : Synectics offers eligible employees vision insurance through VSP. Eligibility begins on the 1st day of the calendar month following 60 days of continuous full time employment with Synectics.401(k) Plan: The Synectics Inc. Investment Savings Retirement Plan. Synectics offers all employees who are 21 years of age or older the opportunity to invest in the 401(k) Plan on the first enrollment date that is at least 30 days after employment begins. Enrollment dates are each January 1st, April 1st, July 1st, and October 1st.
Technical Certification Bonus: Synectics is pleased to award its employees a bonus of up to $500 for an approved professional certification. In determining the bonus amount, Synectics will consider the cost of the test(s) for any certification relating to your current position, achieved during your employment with us. Only one Certification Bonus per calendar year may be awarded per employee. Only current, active employees will be eligible to receive this bonus. It will be awarded 90 days after the Synectics office has received documentation confirming the successful completion of the certification.
Synectics is an equal opportunity employer.