Senior Systems Analyst

Job Description

Your responsibilities: 

• Review and/or support the development of Contact Routing requirements/solutions for various contact experiences
• Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions
• Perform in-depth analysis to identify high-level business and functional requirements
• Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders
• Become a subject matter expert on the various systems, functions, and global processes by understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner
• Drive discussions to investigate/ troubleshoot on issues for resolution
• Documenting changes and presenting updates to Senior Leadership team
• Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations
• Work with developers to manage sprints and perform Release Management tasks
• Effectively managing multiple vendors, driving cost and project delivery related discussions.
• Ability to define and monitor KPIs on solutions to drive continuous improvement
• Analyze trends in product solutions to identify customer problems and new opportunities
• Partner with core teams to understand key drivers

Qualifications

How will you get here? 

• Bachelor's degree in Management / IT related fields
• At least 3 years of industry experience in ecommerce/services industries
• 5 years of prior experience as Business Systems Analyst or similar role
• Extensive experience in contact center operations, contact center technologies, and contact center strategies
• Experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications
• Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences
• Comfortable with high pressure, high profile and fast-paced projects
• Exposure to Technical Project management and Prioritization process
• Strong written and verbal communication skills (Excellent English is a must) 
• Expertise in Excel, SQL and other similar tools for data analysis
• Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
• Expertise in JIRA and Agile methodology
• Proven understanding of high-performing organizations with Release cycles
• Ability to work across organizational departments and develop positive relationships 

Additional Information

What can our partner offer:

• Long-term career path
• Multinational environment
• Friendly work atmosphere
• Career growth

Place of work: Budapest