Senior Business Systems Analyst - First Advantage (Bangalore)

This role will be responsible for the continuous improvement and optimization of systems, tools, and processes within the Line Of Business. Key responsibilities include, but are not limited to, supporting the execution of digital transformation within Customer Care LOB (Line of Business) and other strategic initiatives. They will work closely with the Director of Customer Care Process & Programs and VP of Customer Care Innovation to provide key information, compile the necessary documentation, and engage in all the key business analysis tasks that need to be completed to implement the projects. This role will interface with several internal teams (Customer Care, IT, Sales, Customer Success, Marketing and various other functions) to develop and deploy differentiated IT proof-of-concepts to drive positive KPIs and ROI while enabling innovative business process automation.
Roles & Responsibilities:

• Serve as a SME resource in Salesforce process re-design activities
• Collaborate cross-functionally on full life cycle process evaluation and identify areas of opportunity while providing business process change recommendations.
• Creating test scripts and following quality assurance (QA) processes resulting in an increased percentage of successfully implemented changes and a reduction in defects to achieve ROI targets
• Leads and facilitates cross-functional teams in business process modeling, including documenting and mapping business processes.
• Translates requirements into business, functional requirements, and use case documents for projects.
• Work with internal and external stakeholders to define requirements for product enhancements or new services to drive efficiencies with clear ROI goals
• Identifies and/or creates queries, reports, or other mechanisms given multiple, complex data sources to monitor performance and measure key KPIs.
• Prepares and delivers informative, well-organized presentations and business analysis project status reviews to stakeholders including process owners and customers.
• Engage with stakeholders to incorporate usability and user interface needs when determining system requirements.
• Participates in design reviews and walk-throughs to communicate systems designs and validate proposed solutions.
• Works with the Change Management team (training and quality assurance) to ensure processes are communicated internally to achieve ROI targets.
• Develop and update process documentation, standard operating procedure, and coordination on a communication plan with the change management team to support the execution of key initiatives.
• Managing projects from start to finish, including working with other teams within the organization to ensure timely completion of deliverables and milestones and adherence to the budget.
• Communicate effectively with internal and external partners and proactively identifies interdependencies and risk
• Conduct ongoing research and benchmark against industry best practices.

Experience and expertise required for the role:

• 5+ years' experience with Salesforce and a passion for delivering solutions to drive efficiencies and productivity across different teams. Additional platform knowledge within Amazon Connect, Einstein Bots, and Salesloft.
• Demonstrated problem-solving and strong communication skills.
• Proficiency with Salesforce, BI tools (Power BI, Tableau, Oracle), Amazon Connect, MS Office Suite, Sharepoint, and JIRA software.
• Experienced in navigating ambiguity and change with an entrepreneurial mindset.
• Possess strong analytical skills, and be detailed oriented with experience using data to drive decision-making.
• Ability to create detailed project plans and high-level milestones across cross-functional teams to ensure projects are on track.
• Ability to create process flows or other software applications as needed
• Self-Managed, must possess the ability to work under limited guidance and supervision
• Lean Six Sigma Black Belt or equivalent experience
• Project Management Professional (PMP) or related certification is a plus

Education:

• Degree in Computer Science, Information Technology, Business Administration or equivalent experience

Competencies required for this role:

• Strategic thinking with the ability to think outside the box
• Develop creative solutions to complex problems.
• Strong communication and analytical skills, and have a customer-first mindset, with a focus to deliver high-quality service in every customer interaction.
• Ability to converse effectively and convincingly with senior leadership about strategic business imperatives.
• Strong written and verbal communication skills with a proven ability to manage senior stakeholders.
• Coach and develop team in accordance with individual and company goals, within the specific protocols designated by local laws.
• Ability to balance project-based work with daily operational tasks.
• Strong problem-solving and analytical skills utilizing creativity and innovation.