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Job Summary
The Technical Business Analyst (BA) uses their business, IT, and data analysis skills to solve complex problems for our SERVPRO organization. The BA is responsible for investigating both internal and external systems, identifying options for improvements, and bridging the needs of the business with the use of technology. The Technical Business Analyst serves as a liaison among stakeholders to understand the structure, policies, and operations of the organization. Technical BAs work closely with stakeholders, the IT team, and management to define business requirements and set goals for software and system enhancements. Technical BAs document a project's technical requirements and analyze workflow to ensure compliance with standards.
Major Duties and Responsibilities
- Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience.
- Develop technical specifications: Elicit requirements using interviews, document analysis, requirements meetings, surveys, site visits, business process descriptions, use cases, task, and workflow analysis.
- Critically evaluate information gathered from multiple sources and reconcile discrepancies to transpose high-level information into a general understanding and distinguish user requests from business needs.
- Proactively communicate and collaborate with external/internal customers & technical teams to analyze information needs and functional requirements.
- Drive and challenge business units on their assumptions of how they will successfully execute their plans.
- Serve as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.
- Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
- Assist in the system deployment planning and execution, including training material creation, training execution, user documentation, and Level 3 support of the system once deployed.
- Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
- Maintain an ongoing list of backlog requirements and demands considered for inclusion in future system releases.
- Monitor open support tickets/work orders submitted to the Help Desk to provide service to our customers’ needs.
- Conduct, coordinate, and participate in user acceptance testing efforts.
- Gather post-implementation feedback of the system and its deployment to leverage improvements in future processes and releases.
- Provide input to improving the solution delivery lifecycle employed.
- Participate in assigned development planning and prioritization sessions as needed.
- Assist in analysis and resolution of problems associated with standard operating procedures, workflow, and/or processes as required for defining specifications for testing efforts.
- Aid in testing efforts post-deploys, patching, and some quality assurance efforts.
- Assist businesses to make sense of all the data they collect, understand patterns and trends, and develop strategies for using new technologies to improve their operations and bottom line.
- Complete other duties and functions as requested by direct manager.
Required Qualifications (Knowledge, Skills, and Abilities)
- Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
- 2 years of Business or technology related experience preferred.
- 2 years of Microsoft Office Suite, Visio and Lucid preferred.
- Experience in web-based system development using Microsoft technologies, mobile solutions and/or business intelligence preferred.
- Proficiency in the Microsoft Office Suite; Visio and Lucid preferred.
- 2 years of experience with Agile (Scrum) and Waterfall project methodologies and experience with Jira preferred.
- Good analytical, organizational skills, and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
- Good presentation and negotiation skills.
- Adaptable and capable of working in a fast-paced, high-pressure office environment.
- Ability to use computer and software for long periods of time.
- Strong analytical/problem-solving skills.
- Possess a strong desire for quality and attention to detail.
- Ability to work independently and in a team environment.
- Self-motivated, self-directed, results-oriented, and customer-focused.
- Ability to respond to change and handle ambiguity.
- Strong time management, organization, and prioritization skills.
- Successfully engage in multiple initiatives simultaneously.
- Work independently with users and under the direction of the project manager to define concepts.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.
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