Customer Experience Business Process Analyst

red bank, New Jersey

Our client is seeking a Customer Experience Business Process Analyst to join their team in Red Bank, NJ.

Responsibilities

  • Collaborate with Marketing, Sales, Customer Service, Communications and related operational teams to define requirements and documenting as user stories, use cases, test scenarios, test cases, process flows, wireframes, or any diagram or document which is appropriate to achieve an understanding of current or future state which is situationally appropriate and as an input into technical design and analysis
  • Work with team to ensure User Stories in Agile Management platforms such as JIRA are properly sized for full range of business tasks to achieve user story completion; This may include internal and external customer, web, and UX design (wireframes, user journeys), analytics, tagging, SEO, content curation, and workflow establishment
  • Work with team to ensure that business product owners have defined measurable (SMART) acceptance criteria and that any change in acceptance criteria by technology in the process of design is clearly communicated and accepted by the business prior to the implementation of
  • Ensure data migrations and field mapping meet business needs; Work with UX and development teams to document data structures; This will inform the UX and content architecture and development process for automated imports and migrations of data when appropriate
  • Review wireframes and visual designs; Collaborate with UX and visual designers to ensure that their designs match the business requirements that will govern the website and employee facing applications and aligns with brand style guidelines; Facilitate feedback from multiple business parties to ensure a cohesive view of functionality across internal and external teams
  • Participate in the website quality assurance and production process; Ensure acceptance criteria is achieved via the usage of robust QA practices; Lead the compilation of enhancement requirements that will result from UAT and lead UAT with business testers, specifically focused on describing business requirements to specific users
  • Communicate technical impact statements for releases; Review application release and upgrade, outage and testing announcements to stakeholders that was drafted from technical analyst and create appropriate communication for key business stakeholders
  • Work with OCM for business documentation for communication, training, and impact assessment
  • Create an accurate library of “as is” and “to be” processes and requirements with key business actors

Qualifications

  • A Bachelor’s or Master’s Degree in Engineering or Computer Science, or a related field
  • 8+ years of multi-functional and relevant work experience
  • 3+ years of experience in a business analyst capability
  • 3+ years working with web content or user experience platforms, customer relationship technologies, and analytics software
  • Experience with MS Office Suite, Teams, Visio, Web Analytics, and JIRA and/or MS Project
  • Able for rapid acquisition of application proficiency
  • Knowledge of Software Development Life Cycle and Agile as well as Waterfall including user story creation
  • Experience using and documenting large, complex, data intensive systems
  • Database background and familiarity with data mapping
  • Possess a portfolio or examples of business process or requirements documentation that you have produced
  • Strong problem solving and analytical/critical thinking skills needed, as well as exceptional interpersonal skills
  • Strong communication, presentation and facilitation skills
  • Strong attention to detail and deadlines with the ability to work under pressure

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