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Senior Business Analyst

1.00 to 5.00 Years   Kolkata   06 Feb, 2020
VMware India
Job LocationKolkata
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareSales / BD
EmploymentTypeFull-time

Job Description

Essential Functions (Tasks and Responsibilities):

  • Works with management and business teams to help identify significant process automation & optimization opportunities and articulate ROI
  • Drives major process re - engineering efforts by:
  • Leading business owners to define process future state and ROI
  • Proposing a roadmap of specific focused projects/actions to achieve the desired future state by implementing the proposed changes
  • Participating in projects to map existing processes; lead the definition/documentation of to - be processes; define/document tool requirements, data changes, business rules, metrics and training to achieve to be process
  • Conduct business process design and solution workshops
  • Develop and define business requirements, workflow design, process mapping, functional specifications, gap analysis and use cases
  • Work with Business and IT teams as needed on refining functional specs and test planning
  • Collaborate with Business owners, Architects and IT Teams to ensure the system solutions meet the functional requirements
  • Work with business and other functions as needed on process implementation, planning; UAT; training and metric gathering
  • Perform data and process analysis, swim - lane/process diagramming, use - cases, sequence diagrams
  • Perform detailed analysis of business and technical processes and requirements
  • Review and approve technical approach and design documentation
  • Exposure to Agile frame - work Ex Scrum, SAFe would be an added advantage

Qualifications & Experience:

  • BTech or equivalent Bachelor s degree and preferably with MBA
  • 8+ Experience in implementation and management of business automation solutions in CRM domain with an understanding of Customer portals, Telephony Infrastructure and ERP systems (preferably Oracle)
  • Strong understanding of processes related to Issue to resolution with exposure to Customer facing support process related to Service request creation and routing with understanding on Work Force management along with support & service, license and Install base (IB) would be added advantage.
  • Exposure to SaaS business from a customer perspective related to Subscriptions and service instance details would be an added advantage
  • Knowledge and experience with enterprise systems, including ERP, Portals and CRM with a strong understanding of enterprise integration
  • Expertise in building reports and ability to draw intelligence from it
  • Strong expertise in Process Re - engineering, Process Optimization and Process Standardization
  • Experience in understanding and validating the Production cut over plans with IT teams and coordinate with Business Testers for Post Production Smoke testing
  • Experience in working on Change Requests comprising of Requirements Definition, providing requirements walkthrough to DEV team and coordinating with Business requestors for testing
  • Understanding and exposure of Learning Management Systems (LMS), Knowledge Management and Search capabilities with a hands - on or understanding on Chat bots and Robotic Process Automation would be an added advantage

Preferred Skills

Knowledge / Experience on below applications:

  • CRM - Salesforce.com (SFDC Lightning)
  • Avaya/Genesys
  • Customer support portals - UI/UX and Integrations with Salesforce.com
  • ERP System - Oracle
,

Keyskills :
agilecustomer relations documentationdelivery requirementsbusiness process design learning management systemsuse cases

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