Automation Analyst

Position Overview

As the Automation Analyst, you will be a pivotal force in executing business analysis activities for complex, cross-functional, and mission-critical feature delivery, with a specific focus on automation to streamline operations and enhance customer service. Your primary responsibility will be to capture the evolving needs of the business and carefully defining the requirements. You will work daily with the Product Owner(s), the relative Stakeholders and the necessary IT & Telephony teams.

This will involve gathering information necessary to model current and future state business processes, documenting business/system requirements, and establishing rules that enable the design and development of solutions focused on automation. This role requires a forward-thinking individual who is excited by the latest technologies and innovations. As an individual you will need to be proactive, self-motivated, and a problem solver.

The Automation Analyst is expected to be a visionary, constantly seeking out and applying the latest technologies and innovations, such as General AI, to drive the digital transformation of business operations and deliver exceptional customer experiences. You will be a role model/mentor for other Automation Analysts within the team, to ensure we are producing high-quality requirements at pace.

Your main goal is feeding the agile scrum team with well-defined and accurately sized work; this will support rapid and consistent delivery to deflect calls away from the contact center, reducing their Average Handle Times (AHT), improve call routing, reducing repeat callers, drive up revenue and improve Save and Sales conversion rates.

• Apply a broad knowledge of business applications and system software for end-to-end auditing and analysis of key business processes with a focus on identifying opportunities to improve systems availability, reliability, efficiency, performance, and overall service that will lead to direct cost savings.
• Work closely with business area liaison or subject matter experts (SME) to scope and determine needs regarding business processes and functionality to draft, finalize, and update business requirements and user stories in alignment with change management procedures, throughout the life of the project.
• Work in collaboration with the PO’s to effectively evaluate feature value, technical dependencies, risk, effort to support PI and sprint planning efforts.
• Provide advice and support to other less experienced Automation Analysts, acting as a point of contact.
• Define and create UAT scenarios using standard methodologies (e.g., use cases, flow charts, etc.); work with business partners and technical staff to assist in problem solving efforts to assure that testing is completed efficiently and timely with high quality outcomes.
• Demonstrate understanding of Google Dialogue and effective conversation flows, and associated call analytics tools, to help you to create detailed quality requirements for the enhancement and refinement within conversational AI applications.
• Act as a liaison between business units, Application Development, and Application Support staff. Facilitate exceptional communication and knowledge transfer where required to accomplish work more effectively, efficiently, and with increased quality and reliability.
• Maintain a level of technical awareness to retain an understanding of emerging and existing technologies and their functional capability.
• Utilize business experience and skills to assess and advise on the practicability of alternatives, marrying up technical limitations with operational realities.
• Call out risks and proactively mitigate delivery blockers

Automating business processes - 35%

Managing the automation demand pipeline - 20%

Collaborating with colleagues - 30%

Evaluating business processes - 15%

• Bachelor’s degree or equivalent experience preferred.
• Experience in Business Analysis methodologies and deliverables such as:
  Business Process Management (BPM), requirements solicitation and documentation (JAD/JAR), Use Cases, ROI analysis, and business case development.
• Strong Relationship…