Business Analyst - Contact Center & IVR (Banking & Agile)

About the role

Average of 7 years in a large complex banking organization or major consulting organization with a focus on Business Analysis, specifically in a Contact Center role with IVR knowledge. 7 years of experience in Agile Way of Working.

Responsibilities

• Understand the enterprise architecture and different systems/components involved such as Services, ODM, Databases, etc.
• Familiarity with Agile Processes, Ceremonies, and Structure.
• Support one or more Data Ingestion squads.
• Data driven, write moderate to complex queries for adequate analysis on data for requirements gathering.
• Work with Business and Development teams to determine required technical solutions.
• Document business and functional requirements, including data flow, business rules, and use cases.
• Document the end-to-end architecture of the solution.
• Understand and translate data logic and data transformations.
• Assist QA and UAT teams during testing phases and support Development teams in resolving bugs.
• Coordinate meetings with various business unit subject matter experts to gather and cross-reference requirements.
• Resolve Production issues or data quality inquiries with Business and Development teams through investigation into root causes.
• Use JIRA or equivalent software to document and track user stories.

Requirements

• Goal-oriented, self-motivated, and adaptable to changing situations and requirements.
• Strong organizational and analytical skills.
• Bachelor's degree or higher degree in a technical field or equivalent experience.