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Senior Business Analyst - Contact Center Technologies - Fisher Investments
Jobs via eFinancialCareers, Tampa, Florida, us, 33646
Senior Business Analyst - Contact Center Technologies - Fisher Investments
Senior Business Analyst - Contact Center Technologies - Fisher Investments
4 days ago Be among the first 25 applicants 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
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
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
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Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Senior Business Analyst - Contact Center Technologies - Fisher Investments
4 days ago Be among the first 25 applicants 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
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
Seniority level
Seniority level
Mid-Senior level Employment type
Employment type
Full-time Job function
Job function
Research, Analyst, and Information Technology Referrals increase your chances of interviewing at Jobs via eFinancialCareers by 2x Get notified about new Senior Business Analyst jobs in
Tampa, FL . Tampa, FL $110,000.00-$125,000.00 3 days ago Tampa, FL $60,000.00-$110,000.00 1 month ago Business Sr Analyst Assistant Vice President
Tampa, FL $100,000.00-$125,000.00 3 days ago Business Analyst - Labor Market Information
Tampa, FL $100,000.00-$120,000.00 3 days ago Senior Business Associate Analyst-Assistant Vice President
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Business Analyst - Workforce Development
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Business Analyst (Facilities Services) - Tampa, FL
Tampa, FL $87,280.00-$130,920.00 1 week ago Business Analyst - Workforce Development
Tampa, FL $110,000.00-$130,000.00 1 week ago Tampa, FL $113,840.00-$170,760.00 4 days ago Banking Business Analyst, Wholesale Lending
Tampa, FL $80,000.00-$120,000.00 2 weeks ago Tampa, FL $90,000.00-$120,000.00 2 weeks ago Business Analytics Lead Analyst (hybrid)
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Were unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr