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Sr. Technical Business Analyst (CRM/KM)

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Company: Asurion

Location: Nashville, TN

Date Posted: June 30, 2014

Source: Dice

The Premier Support Solutions (PSS) Application Development and Delivery (ADD) team is responsible for the development and integration of systems to support Asurionrsquos Premier Support business unit. The application scope includes packaged CRM and Knowledge Management (KM) systems, custom developed software, Software as a Service (SAAS) and services-based integration to other internal systems. The Sr. Technical Business Analyst is a pivotal member of the delivery team and will help to create and implement comprehensive business solutions that will enable the PSS business unit to deliver differentiated and cost effective services to external clients. The Sr. Technical Business Analyst will ideally have an understanding of the call center and technical support domains, and must be experienced in modern CRM andor KM systems. The Sr. Technical Business Analyst will be responsible for eliciting requirements from internal customers and communicating them effectively to the delivery team. The ideal candidate for this position is ...

The Premier Support Solutions (PSS) Application Development and Delivery (ADD) team is responsible for the development and integration of systems to support Asurionrsquos Premier Support business unit. The application scope includes packaged CRM and Knowledge Management (KM) systems, custom developed software, Software as a Service (SAAS) and services-based integration to other internal systems. The Sr. Technical Business Analyst is a pivotal member of the delivery team and will help to create and implement comprehensive business solutions that will enable the PSS business unit to deliver differentiated and cost effective services to external clients. The Sr. Technical Business Analyst will ideally have an understanding of the call center and technical support domains, and must be experienced in modern CRM andor KM systems. The Sr. Technical Business Analyst will be responsible for eliciting requirements from internal customers and communicating them effectively to the delivery team. The ideal candidate for this position is proactive and flexible, has an eye for improving business processes and an aptitude to understand technical solutions. This individual must be detail-oriented and should demonstrate an ability for problem solving and thorough investigation. This position requires handing moderately complex problems and working with peers and leadership to resolve issues, designing and implementing quality solutions, providing input on strategy to project team members and solution architects. Desirable candidates will be able to act as a resource for less experienced analysts. Under the direction of a lead analyst or manager, act as a point of contact with internal customers eliciting their business needs, internalizing their needs, and working with the technical groups to drive a solution that meets business needs. Assist in identifying alternative solutions, process improvements and new feature opportunities. Plan, conduct, document, and direct the analysis of complex business problems and processes Articulate tangible product requirements in the form of features, epics and user stories. Meet with the business subject matter experts to ensure requirements are complete and acceptable Participate in development sprint planning and feature prioritization, prioritizing user stories and defects while enabling transparency into the criteria and justifications used. With the scrum master and development leads, participate in managing the backlog for the development team containing user stories and defects and modify based on changing business needs and technical input. Help determine releasable epics based on value to be delivered to customer Develop process flows, error messages, and joint interface agreements Create wireframes, screen mockups and clickable prototypes Work with Quality Assurance team members to ensure the test plan is comprehensive by reviewing test cases Clearly define ldquodonerdquo in terms of acceptance criteria. Ensure quality and completeness of the finished product by participating in user acceptance testing, ensuring that acceptance criteria is met Assist in identifying risks and leading mitigation strategies, communicating to teams and stakeholders. Effectively communicates the feasibility of requested deliverables and timelines to the Manager, internal Business, and Project Stakeholders Provide product release overview and handoff to operations to ensure ongoing operational support. Troubleshoot application issues and communicate status to end users. Manage functional production issues for features introduced into production including problem identification and monitoring through resolution, using bug-tracking tools. Support and validate features contained in development teams QA and production releases. Ability to tailor detail and level of communication based on audience. Ability to work with our customer base, architecture, operations, quality assurance and of course development teams to disseminate needed information at the appropriate level. Must maintain a HIGH sense of ownership, and able to work with a direction instead of being task oriented Lead demonstrations of newly developed functionality prior to release Escalates issues to the Manager andor Sr. Manager in a timely and appropriate manner. Qualifications Bachelorrsquos degree in Decision Information Science (DIS), Management Information Systems (MIS), Computer Science (CS) or related field (an equivalent combination of related education, training, and experience may be considered) Minimum 3 years functional experience in one or more of the following areas (or combination thereof) CRM andor Knowledge Management systems Call Center andor Technical Support operations Telecommunications Experience with leading CRM andor KM systems, including Siebel, KANA, RightNow, Salesforce.com, SugarCRM Knowledge of user centric processes and methodologies, including UX design and usabilty Superior oral and written communication skills. Ability to express ideas clearly, concisely in understandable form, both orally and in writing. Outstanding organization, communication and interpersonal skills Strong quantitative and analytical skills. Demonstrated ability to structure analysis and use analysis to help identify root causes versus underlying symptoms and make solid recommendations for improvement Strong communication skills and presentation skills are a must. Strong computer skills, with specific proficiency in Microsoft Excel, PowerPoint, Visio, and Project. Strong experience with a variety of SDLC methodologies, with Agile Scrum experience a significant plus Project management experience, flexibility to adjust to changing priorities Ability to effectively prioritize and execute tasks in a high-pressure environment About Asurion For two decades, Asurion has led the technology protection industry around the globe. The Company provides premier support solutions to enable optimum use of technology digital applications to protect their privacy and provide security and rapid replacement of lost, stolen, damaged or malfunctioning devices. Asurion partners with the leading wireless companies, retailers and service providers enabling them to focus on their businesses and to provide services that delight their customers. Asurion's 14,000+ employees worldwide specialize in fulfilling the needs of more than 280 million consumers. For more information about Asurion, including customer service ratings and reviews that help drive continuous improvement, please visit www.asurion.com httpwww.asurion.com . BA, Requirements, Analysis, Agile, Scrum, CRM, KM, Development, Call center, CSM, Kana, Salesforce, Siebel, SugraCRM

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