JOB DESCRIPTION

KeyRoles&Responsibilities:

1. BusinessAnalysis&StakeholderEngagement

   • Partnerwithstakeholderstounderstandbusinesschallenges,objectives,andoperational requirements.

   • Gather,analyze,document,andvalidatebusinessandfunctionalrequirements.

   • Facilitateworkshops,interviews,anddiscussionstogatherinsightsandrequirements.

   • Developbusinesscasesandsolutionrecommendationstoaddressidentifiedgaps.

   • Actastheprimarypointofcontactbetweenbusinessusersandprojectteams.

2. ProcessImprovement

   • Analyzecurrentbusinessprocessesandidentifyopportunitiesforoptimizationandautomation.

   • Mapexistingandfuturestateprocessesusingprocessflowmethodologies.

   • Recommendimprovementsthatenhanceefficiency,servicequality,andcustomerexperience.

   • Supportcontinuousimprovementinitiativesandoperationalexcellenceprograms.

   • Estimateeffort,cost,timelines,anddependenciesforviablesolutions,andprovide recommendations based on technical and economic feasibility.

   • Monitorandevaluateprocessperformanceandrecommendcorrectiveactionswherenecessary.

3. ProjectManagement&Delivery

   • Supportend-to-endprojectdelivery,fromconceptthroughimplementation.

   • Manageprojectdeliverables,milestones,andtimelines.

   • Coordinateactivitiesamongbusinessstakeholders,vendors,andtechnicalteams.

   • Monitorprojectrisks,issues,dependencies,andactionplans.

   • Supportdeployment,rollout,andpost-implementationactivities.

1. Testing&QualityAssurance

   • Developtestplans,testcases,andacceptancecriteria.

   • Conductfunctional,integration,system,anduseracceptancetesting.

   • Troubleshootandresolvesolutiondefectsandsystemissues.

   • Ensuresolutionsmeetbusinessrequirementsandqualitystandardsbeforedeployment.

   • Supportbusinessusersduringtestinganddeploymentactivities.

2. SolutionDesign,Feasibility&Development

   • Translatebusinessproblemsandopportunitiesintosolutionapproaches,architecture,and experimentation plans.

   • Designanddevelopbusinesssolutionsthataddressoperationalandcustomercarerequirements.

   • Evaluatethetechnical feasibility,scalability,and viabilityofproposed usecases,ensuringalignmentwith enterprise standards for architecture, privacy, and security.

   • Buildandmaintainapplications,workflows,automationtools,reports,anddashboardsusing approved platforms and technologies.

   • Configureandcustomizesystemstomeetbusinessneeds.

   • Developlow-code/no-codesolutionsusingplatformssuchasMicrosoftPowerPlatform.

   • Createsystemintegrationsandautomateddataflowswhereapplicable.

   • Performenhancementsandongoingoptimizationofexistingsolutions.

   • Ensuresolutionsarescalable,maintainable,secure,andalignedwithorganizationalstandards.

   • Maintaintechnicalandfunctionaldocumentationforalldevelopedsolutions.

3. StakeholderSupport&ChangeManagement

• Advisestakeholdersonsolutionoptionsandimprovements.

  • Providetraining,demonstrations,anduserguides.

  • Gatherfeedbackandsupportongoingenhancements.

  • Driveuseradoptionandeffectiveuseofimplementedsolutions.

• CustomerCareTransformation

  • Supportstrategiccustomercaretransformationprograms.

  • Driveinitiativesthatimprovecustomersatisfactionandservicedeliveryperformance.

  • Collaboratewithoperationalteamstoenhancecustomerjourneyexperiences.

  • Identifyinnovativesolutionsthatimproveemployeeandcustomerexperience.

MinimumQualificationsandExperience:

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field.

  • CertificationinBusiness Analysis, Project Management, Agile, LeanSixSigma, or Microsoft Power Platform is an advantage.

  • Strongunderstandingofbusinessprocesses,digitaltransformation,andcustomerservice operations.

  • ProficiencyinMicrosoft365applications.

  • ExperienceinBusinessAnalysis,ProcessImprovement,ProjectManagement,Solution Delivery, or related functions.

  • Experiencegatheringanddocumentingbusinessrequirements.

  • Experiencesupportingend-to-endprojectimplementation.

  • Experienceworkingwithcross-functionalstakeholdersandbusinessusers.

  • Experienceindashboarding,reporting,workflowautomation,orbusinessapplications.