Fisher Investments
Senior Business Analyst - Contact Center Technologies
Fisher Investments, Camas, Washington, United States, 98607
Overview
It's an exciting time to join Fisher Investments Technology Business Services! The Enterprise Contact Center Team is pleased to announce an opportunity to join the group as a Senior Business Analyst focused on Contact Center Technologies used globally. These technologies help deliver services to our clients while enhancing efficiency across our sales teams.
The Opportunity:
The Senior Business Analyst supports the development of Contact Center capabilities, processes and technologies to form a stable, scalable end-user and client-oriented system. You will use previous experience allowing them to support the Enterprise Contact Center Team with various projects, varying in complexity and ambiguity. You will report to the Enterprise Contact Center Team Leader.
The Day-to-Day:
Administer Contact Center elements including roles, profiles, device configurations, call flow, groups, number management
Build custom reports, dashboards, and maintain data tables associated with workflows
Provide ongoing support for users and work with developers to troubleshoot issues
Identify, create, and develop documentation for the technical team's knowledge base to assist support teams in resolving technical issues and following standard operational procedures
Help grow the business through various projects and maturing our operational processes
Work with multiple partners to analyze contact center processes to identify opportunities for improvement and automation and works with team leader to implement proposed solutions
Identify elevations and routes appropriately and be a liaison between the business and developers
Create complete and accurate user stories, requirement documents, and other documentation that will be used to design and test our Contact Center Services solutions
Prepare appropriate operation metric reports and submit them to management
Lead small-scale projects
Additional responsibilities may include:
Demonstrate ability to translate a problem or process visually
Monitor and assist with change management in systems and applications pre and post rollouts including QA and training
Plan, scope, and manage more complex projects
Initiate projects without concrete goals
Your Qualifications:
7+ years of experience with business or process analysis
Minimum of 5+ years of experience supporting Call Center platforms or other technical applications
Experience working with Customers Service Management (CSM) systems, such as ServiceNow
Experience with Agile methodologies
Strong troubleshooting with a focus on system performance and user experience.
Collaborate with cross-functional teams to improve platform functionality and efficiency
BS or equivalent in business, information system or related field or a combination of analysis skills and data background
Compensation:
$100,000 - $155,000 base salary per year in the state of WA - New hires should expect to start at the lower end of the range depending on experience
Eligible for a discretionary bonus based on firm and individual performance
Why Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependents
A 50% 401(k) match, up to the IRS maximum
20 days of PTO, plus 10 paid holidays
Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER
The Opportunity:
The Senior Business Analyst supports the development of Contact Center capabilities, processes and technologies to form a stable, scalable end-user and client-oriented system. You will use previous experience allowing them to support the Enterprise Contact Center Team with various projects, varying in complexity and ambiguity. You will report to the Enterprise Contact Center Team Leader.
The Day-to-Day:
Administer Contact Center elements including roles, profiles, device configurations, call flow, groups, number management
Build custom reports, dashboards, and maintain data tables associated with workflows
Provide ongoing support for users and work with developers to troubleshoot issues
Identify, create, and develop documentation for the technical team's knowledge base to assist support teams in resolving technical issues and following standard operational procedures
Help grow the business through various projects and maturing our operational processes
Work with multiple partners to analyze contact center processes to identify opportunities for improvement and automation and works with team leader to implement proposed solutions
Identify elevations and routes appropriately and be a liaison between the business and developers
Create complete and accurate user stories, requirement documents, and other documentation that will be used to design and test our Contact Center Services solutions
Prepare appropriate operation metric reports and submit them to management
Lead small-scale projects
Additional responsibilities may include:
Demonstrate ability to translate a problem or process visually
Monitor and assist with change management in systems and applications pre and post rollouts including QA and training
Plan, scope, and manage more complex projects
Initiate projects without concrete goals
Your Qualifications:
7+ years of experience with business or process analysis
Minimum of 5+ years of experience supporting Call Center platforms or other technical applications
Experience working with Customers Service Management (CSM) systems, such as ServiceNow
Experience with Agile methodologies
Strong troubleshooting with a focus on system performance and user experience.
Collaborate with cross-functional teams to improve platform functionality and efficiency
BS or equivalent in business, information system or related field or a combination of analysis skills and data background
Compensation:
$100,000 - $155,000 base salary per year in the state of WA - New hires should expect to start at the lower end of the range depending on experience
Eligible for a discretionary bonus based on firm and individual performance
Why Fisher Investments:
We work for a bigger purpose: bettering the investment universe. We take great pride in our inclusive culture, our learning and development framework customized for every employee, and our Great Place to Work Certification. It's the people that make the Fisher purpose possible, and we invest in them by offering exceptional benefits like:
100% paid medical, dental and vision premiums for you and your qualifying dependents
A 50% 401(k) match, up to the IRS maximum
20 days of PTO, plus 10 paid holidays
Family Support programs including 8 week Paid Primary Caregiver Leave, $10,000 fertility, family forming, and hormonal health assistance, and back-up child, adult, and elder care
This is an in-office role. Based on your role, tenure, and performance eligibility you may have the opportunity to participate in our hybrid work from home program. This program is subject to change.
FISHER INVESTMENTS IS AN EQUAL OPPORTUNITY EMPLOYER