Business Analyst - Customer Care operation

Business Analyst - Customer Care operation

Position: Business Analyst II

Duration: 12+ months contract

Location: Gastonia, NC, Akron, OH and Salt Lake City, UT (Hybrid)

• Elicit, analyze, and document business requirements for system enhancements and projects.
• Facilitate requirements gathering sessions and ad hoc meetings with business stakeholders.
• Apply problem solving, analytical and critical thinking skills to facilitate end to end requirements gathering.
• Document business benefits and validate with Business Sponsor.
• Establish good relationships and maintain effective communication with TIS partners as well as supporting process teams.
• Act as a liaison between business stakeholders and developers, stepping in where needed to clarify, communicate, and provide support.
• Take ownership of assigned duties and successfully execute on all tasks while balancing multiple demands simultaneously.
• Develop and send communication to business stakeholders advising them of the impacts of system improvements.
• Participate in design sessions to ensure proposed solution meets requirements and document solution approval as needed.
• Partner with enterprise functional and technical teams to prepare for user acceptance testing. Develop test scripts and prepare test data.
• Conduct regression testing for GDS Systems (for GDS & Enterprise changes) as needed.
• Validate outcome of solution after implementation into production.
• Confirm with Business Sponsor that change benefits have been realized.
• Augment system enhancement and implementation projects as needed.

• Knowledge of technology systems and solutions.
• Knowledge of technology implementation requirements and methodologies.
• Understanding of Distribution Operations or Customer Care and the needs of the business.
• Excellent analytical and problem-solving skills.
• Ability to make sound decisions and deliver results.
• Stellar interpersonal skills including building consensus, negotiation, and facilitation.
• CBAP Certification or other formally recognized education in the field of business analysis can be considered as an asset.

Seniority Level: Mid-Senior level

Employment type: Contract

Job function: Analyst

Industries: Oil and Gas