Analyst - Customer Experience

About the role

PulteGroup is seeking an Analyst to perform analysis of moderately complex applications, websites, databases and systems for Customer Experience (CX) products, provide third-level technical support, testing and defect management. The role leads team initiatives while participating in multiple IT project efforts, with a working knowledge of advanced concepts, practices, and procedures. The Analyst serves as a subject matter expert for specific areas of the application, technologies, integrations, or business processes, and is expected to build cross-product expertise across CX applications.

Responsibilities

• Conducts analysis of business and system processes, system data, integration, and reporting.
• Performs strategic research and defines, tests, documents and manages requirements according to approved standards/procedures, including timely development-cycle documentation.
• Serves as subject matter expert to assist in requirement gathering sessions for CX applications.
• Provides defect management of applications, systems, databases, or websites.
• Predicts potential problems, provides recommendations, and documents solutions according to approved standards/procedures.
• Prepares, maintains and archives detailed system artifacts according to approved standards/procedures.
• Provides escalated (tier 3) support including on-call (after hours, weekends, holidays) for priority issues.
• Troubleshoots complex production issues.
• Evaluates and follows through on issues and problems until resolved or escalated, and promptly communicates blockers/escalations.
• Identifies process improvement efforts within teams.
• Identifies and communicates best practices across analysts, QA, development, and product partners.
• Conducts analysis for the evaluation and selection of new analysis solutions and tools.
• Performs other duties as assigned.

Organizational Impact

Works to achieve day-to-day objectives with moderate impact on the area. Works independently on larger, moderately complex projects/assignments. Sets objectives for own area to meet the objectives or goals of projects and assignments. May assist other professionals with tasks and assignments.

Leadership & Talent Management

May provide guidance and assistance to entry level professionals and/or support employees.

Knowledge & Experience

Requires practical knowledge of area typically obtained through advanced education combined with experience. Minimum high school diploma or equivalent (GED) required. Typically requires a university degree or equivalent experience and minimum 2–4 years of prior relevant experience.

Required Skills

Technology skillset varies by team.

Physical Requirements

May require travel.