Jobs via eFinancialCareers
Senior Business Analyst - Contact Center Technologies - Fisher Investments
Jobs via eFinancialCareers, Camas, Washington, United States, 98607
Senior Business Analyst - Contact Center Technologies - Fisher Investments
Join to apply for the Senior Business Analyst - Contact Center Technologies role at Fisher Investments. Overview
The Enterprise Contact Center Team is seeking a Senior Business Analyst focused on Contact Center Technologies used globally. These technologies support client services and improve 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 leverage prior experience to support the Enterprise Contact Center Team on various projects, ranging 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, and number management Build custom reports and dashboards, and maintain data tables associated with workflows Provide ongoing user support and collaborate with developers to troubleshoot issues Create and maintain documentation for the technical team's knowledge base to assist support teams Help grow the business through various projects and maturation of operational processes Analyze contact center processes with partners to identify improvement and automation opportunities and implement solutions Identify elevations and routes appropriately; act as a liaison between the business and developers Create comprehensive user stories, requirement documents, and other design/testing artifacts Prepare operation metric reports for management Lead small-scale projects Additional responsibilities may include: translate problems visually, monitor change management pre- and post-rollout (QA and training), plan and manage complex projects Qualifications
7+ years of experience in business or process analysis 5+ years of experience supporting Call Center platforms or other technical applications Experience with Customer Service Management (CSM) systems, such as ServiceNow Experience with Agile methodologies Strong troubleshooting skills focused on system performance and user experience Ability to collaborate with cross-functional teams to improve platform functionality and efficiency BS or equivalent in business, information systems, or a related field (or equivalent combination of analysis skills and data background) Compensation
Base salary $100,000 - $155,000 per year in the state of WA; new hires may start at the lower end based on experience Eligible for a discretionary bonus based on firm and individual performance Why Fisher Investments
We are committed to a larger purpose: improving the investment universe. We value an inclusive culture, ongoing learning and development, and hold a Great Place to Work Certification. Our benefits include: 100% paid medical, dental, and vision premiums for you and 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 weeks Paid Primary Caregiver Leave and fertility/family forming support Hybrid work from home program eligibility (subject to role, tenure, and performance). In-office role. Fisher Investments is an equal opportunity employer. Seniority level
Mid-Senior level Employment type
Full-time Job function
Analyst Industries: Professional Training and Coaching Note: Some content below references related roles and is not part of the Senior Business Analyst listing.
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Join to apply for the Senior Business Analyst - Contact Center Technologies role at Fisher Investments. Overview
The Enterprise Contact Center Team is seeking a Senior Business Analyst focused on Contact Center Technologies used globally. These technologies support client services and improve 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 leverage prior experience to support the Enterprise Contact Center Team on various projects, ranging 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, and number management Build custom reports and dashboards, and maintain data tables associated with workflows Provide ongoing user support and collaborate with developers to troubleshoot issues Create and maintain documentation for the technical team's knowledge base to assist support teams Help grow the business through various projects and maturation of operational processes Analyze contact center processes with partners to identify improvement and automation opportunities and implement solutions Identify elevations and routes appropriately; act as a liaison between the business and developers Create comprehensive user stories, requirement documents, and other design/testing artifacts Prepare operation metric reports for management Lead small-scale projects Additional responsibilities may include: translate problems visually, monitor change management pre- and post-rollout (QA and training), plan and manage complex projects Qualifications
7+ years of experience in business or process analysis 5+ years of experience supporting Call Center platforms or other technical applications Experience with Customer Service Management (CSM) systems, such as ServiceNow Experience with Agile methodologies Strong troubleshooting skills focused on system performance and user experience Ability to collaborate with cross-functional teams to improve platform functionality and efficiency BS or equivalent in business, information systems, or a related field (or equivalent combination of analysis skills and data background) Compensation
Base salary $100,000 - $155,000 per year in the state of WA; new hires may start at the lower end based on experience Eligible for a discretionary bonus based on firm and individual performance Why Fisher Investments
We are committed to a larger purpose: improving the investment universe. We value an inclusive culture, ongoing learning and development, and hold a Great Place to Work Certification. Our benefits include: 100% paid medical, dental, and vision premiums for you and 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 weeks Paid Primary Caregiver Leave and fertility/family forming support Hybrid work from home program eligibility (subject to role, tenure, and performance). In-office role. Fisher Investments is an equal opportunity employer. Seniority level
Mid-Senior level Employment type
Full-time Job function
Analyst Industries: Professional Training and Coaching Note: Some content below references related roles and is not part of the Senior Business Analyst listing.
#J-18808-Ljbffr