Job title: Contact Center Business Analyst
Company: Old National Bank
Job description: OverviewOld National Bank has been serving clients and communities since 1834. With $50 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. A unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.We are currently have an opening for a Contact Center Business Analyst position. This Individual will be responsible for serving as liaisons between the contact center, software vendor(s) and the business areas they support. They collect, analyze, document, communicate business requirements, and develop/configure system(s) to achieve business goals. Business Systems Analysts continually seek opportunities to increase client satisfaction, deepen relationships, and effectively manage client expectations. They must have a working knowledge of the business area that they support to provide best in class level service.Key Accountabilities:
- Work with business partners within one or more business functions to align technology solutions with business strategies.
- Support one or more highly complex business processes, requiring design or integration of technical solutions that may cross multiple functions of the business.
- Establish and maintain liaison relationship with business partners and contact center in order to provide effective technical solutions.
- Seek opportunities to improve and deepen relationship between contact center and business partners.
- Conduct data gathering and analysis to understand business strategy requirements.
- Lead and provide direction for short- and long-term planning sessions to ensure understanding of business goals and direction.
- Provide input from a business and IT perspective.
- Assess client needs utilizing a structured requirements process (gathering, analyzing, documenting and managing changes) to assist in identifying business priorities and advise on options.
- Lead development and communicate business requirements and functional specifications for the design and implementation of business solutions.
- Analyze client operations to understand their strengths and weaknesses to determine opportunities for improvements.
- Assist in the system process redesign and documentation as needed for new technology.
- Provide assistance in business case/roadmap development (i.e. research, data collection).
- Create business case/roadmap.
- Responsible for presentation for business case/roadmap, in some circumstances.
- Complete all appropriate documents as identified in SDLC policy, Standards & Procedures.
- Develop unit test cases, system integration testing and validate test results during testing.
- May execute, document and review test plans.
- Monitor testing processes to ensure that business results are adequately tested with minimal risk.
- Ensure test strategies/plans involve appropriate integration and process components.
- Investigate problems and develop recommendations for resolution.
- Identify the need for technical assistance to help in problem resolution.
- Monitor, resolve and escalate issues as appropriate.
- Provide support (i.e. creating reports, research, documentation) for the analysis of client satisfaction data.
- Keep clients informed of problems, issues and resolutions.
- Analyze performance metrics to ensure client satisfaction.
- Ensure contact center solutions meet client needs.
- May meet regularly with team to gather work statuses.
- May discuss work progress and obstacles.
- Provide advice, guidance, encouragement and constructive feedback.
- Ensure work, information, ideas and technology flow freely across teams.
- May generate appropriate communication, process and educational plans for mitigating the disruption of change.
- May identify and remove obstacles to change.
- Coach and transfer knowledge to less experienced team members.
- Application Configuration/Set-Up including business rules, process flow/rules, data translation, product definition/maintenance, rate updates, import of external data, and configuration documentation.
- Establish good working relationships with external vendors.
Key Competencies for Position
- Promotes Change -Seeks to understand and embrace change
- Strategy in Action -Build your strategic mindset capability
- Compelling Communication -Openly and effectively communicates with others
- Makes Decisions & Solves Problems -Seeks deeper understanding and takes action
- Delights Clients – Continuously seeks and applies knowledge leading to a best-in-class client experience
- Personifies ONB Culture – demonstrates pride in ONB
Qualifications and Education Requirements
- Bachelor’s degree in Computer Science, Information Systems, Business or related field
- 5-7 years of relevant technical and business work experience required
- Detailed knowledge of business operations and system requirements processes required.
- Initiative and ability to build relationships with system stakeholders
- Ability to work in a team and effectively collaborate and mentor
- Excellent organizational, data gathering, documentation and follow-up skills
- Experience with administration of loan origination and other banking systems
- Advanced computer skills, including experience with banking systems: Excel, Word, Visio and other software
- Experience in process discovery, implementation and management
- Proven track record in meeting deadlines, quickly and accurately troubleshooting issues, problem-solving and communicating with other business units
- Position may require the need to travel to other branch or meeting locations
- Experience with Genesys Platform
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, to fill a specific positionOur culture is firmly rooted in our core values.We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.We are Old National Bank. Join our team!
Expected salary:
Location: Evansville, IN
Job date: Fri, 29 Nov 2024 07:26:34 GMT
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