IVR Business Systems Analyst
Description: Summary: To provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs. Responsibilties: Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups. Work closely with business managers to gain in-depth understanding of business issues; identify, analyze, and translate business needs into functional specifications; and work closely with the Project Management Office (PMO) in the implementation of solutions. Work on project deliverables while supporting day-to-day production activities. Interface between Business Units and Information Technology (IT). Conduct the documentation review meetings; obtain approval signatures to proceed. Participate in projects through the various phases of the SDLC. Initiate Architectural review. Attend internal technical project meetings, as needed. Attend meetings with external vendors. Attend QA bug meetings. Assess business risk, potential severity, probability and strategy. Coordinate user acceptance testing of system enhancements and projects. Provide stabilization confirmation. Provide post production support and assess system health. Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation. Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, and other like tools. Create and maintain script documentation. Supervise script translations and recordings. Design user interface for stand-alone desktop applications, console clients, B2B orchestrators, and comprehensive websites. Document process flows and system specifications. Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems. Facilitate the resolution of reported issues, directing the necessary resources as each item warrants. Perform troubleshooting and analysis to assess root cause of application and data issues. Maintain a high degree of business functional knowledge and knowledge of current automated technologies and tools. Adhere to all policies and procedures concerning all confidential information including but not limited to internal use and restricted information, including Protected Consumer Information (PCI) and Protected Health Information (PHI). Adhere to all Company Health and Safety policies and procedures. Administer duties as defined by the Green Dot performance review plan within the required deadlines. Other duties as assigned by supervisor. Benefits: Skills/Experience: Minimum of 3 years professional experience in an IT environment. Minimum of 1 year professional experience in analysis. Minimum of 1 year experience with IVR / callflows / scripts. Minimum of 1 year Microsoft Visio experience. Experience working with IVR systems. Demonstrated knowledge and experience in requirements gathering. Strong experience with systems analysis and functional design. Experience with specification documentation and problem resolution. Thorough understanding of the full software development life cycle. Ability to communicate effectively, verbally and in writing, with technical, business, and management staff. Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients. Flexibility to adapt to change and willing to learn and develop new skill sets as applicable. Pre/post-implementation support skills involving user functional support and high-level troubleshooting. Application and technical architecture disciplines. PREFERRED: (all of these would be pluses, but none is absolutely required) Experience with speech recognition systems. Bachelors degree in a business, financial or technical field. Experience working in an IT development environment based on Microsoft .NET framework. Experience using Avaya framework (Avaya Aura Orchestration Designer or other similar IDEs) to design IVR applications Banking and/or credit card systems (stored value systems) experience. Experience using Sharepoint. SQL Server Query Analyzer and SQL Server Enterprise Manager. Project management experience. Client-server application development experience and concepts familiarity. Web application development experience and concepts familiarity. RDBMS skills and SQL knowledge. UML process experience. Knowledge of the Spanish language.
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