Business Analyst

ABOUT AVAYA

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.

Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at www.avaya.com.
 

ABOUT THE OPPORTUNITY

The Business Analyst is responsible for analyzing business requirements, identifying business opportunities, and creating effective solutions that meet the needs of the customer. The Business Analyst will work closely with stakeholders to understand their needs and requirements and translate them into clear and actionable specifications for development teams. The ideal candidate will have strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills and experience analyzing the needs of customers. This includes identifying business opportunities, streaming processes, gathering customer requirements, and understanding stakeholder needs.

The candidate will be part of a team within CALA Services that will be working with our customers directly on their digital transformation. Required to be a strong Team player and work well with customers. A “Can do attitude” with a sense of urgency and attention to detail to deliver timely results a necessity. Either worked within a Contact Center or has Contact Center experience is preferred. The ability to deconstruct a Customer Journey and Reconstruct it.

Key Responsibilities

Collaborate with stakeholders to define and document business requirements
Conduct feasibility studies and gap analyses to identify opportunities and areas for improvement
Analyze business processes, data, and systems to identify opportunities for optimization
Develop and document functional specifications for development teams
Assist with the development and implementation of new systems and processes
Conduct user acceptance testing to ensure that solutions meet business requirements
Monitor and track project progress and provide regular status reports
Collaborate with other departments to ensure that solutions are integrated and aligned with overall business goals
Provide ongoing support and training to end-users
Identify and recommend process improvements to increase efficiency and effectiveness.
 

ABOUT YOU

What can you bring?
 

Hard & Technical Skills (essential & Desirable)

•    Experience in the technology and telecommunication industries
•    Data Analytics tools as SQL, EXCEL, Data visualization, and statistical Analysis Software
•    BI Tools
•    IIBA - CBAP or PMI - PBA is desirable.
•    Preferred Industry specific vertical knowledge
•    Excellent Communication and Collaboration Skills
•    Strong Problem-Solving skills

Soft skills & personality Traits

•     Collaborate with stakeholders.
•     Excellent Time Management and ability to work independently.
•     Willingness to travel based on project needs.
•     Ability to work on multiple projects at Avaya’s direction.
•     Strong Documentation and presentation skills
•     Strong Communicator and Client relationship Engagement
•    Excellent communication and interpersonal skills
•     Excellent Problem Solver
•     Team Player
•     “Can do Attitude“

Qualifications

•     Bachelor’s degree in business administration, Computer Science, or related field.
•    +5 years of relevant experience in business analysis, business consultant or related field.
•     Strong analytical and problem-solving skills
•    Proficient in Microsoft Office Suite and other analytical tools
•     Experience with project management methodologies
•     Knowledge of software development life cycle methodologies
•     Strong attention to detail and ability to work under tight deadlines.

BENEFITS

Well-Being We provide comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.

Recharge & Refuel We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.

Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.

Growth & Development A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.

Giving Back We recognize Avayans for their time and effort spent impacting causes within their communities. And we host an annual, company-wide Month of Giving.
 

FOOTER

Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-PF1