Business Analyst (Customer Care Operations) - 177535

$92,706 - $92,706/Yr

Raise - Akron, OH

Full-time - Mid Level

Akron, OH

Insurance Carriers and Related Activities

About the position

The Business Analyst (Customer Care Operations) role involves partnering with Enterprise (TIS) to facilitate end-to-end requirements gathering for system changes or enhancements within the Customer Care Operations team. This position is crucial for ensuring effective communication between stakeholders and developers, and for managing the implementation of system enhancements to improve customer care services.

Responsibilities

• Elicit, analyze, and document business requirements for system enhancements.
• Partner with enterprise functional and technical teams to prepare for user acceptance testing.
• Conduct regression testing for the Customer Information System (CIS) related to Customer Care Operations changes.
• Establish strong relationships and maintain effective communication with company stakeholders and Customer Care teams.
• Develop and send communication to stakeholders informing them of the impacts of system enhancements.
• Act as a liaison between business stakeholders and developers, clarifying and providing support as needed.
• Take ownership of assigned duties and successfully execute all tasks while managing multiple demands simultaneously.
• Apply problem-solving, analytical, and critical thinking skills to facilitate end-to-end requirements gathering.

Requirements

• A related University degree with a minimum of 4 years of experience in business or systems analysis.
• Knowledge of TIS (Technology and Information Services) systems and solutions or related.
• An equivalent combination of education and experience will be considered.
• Knowledge of technology implementation requirements and methodologies.
• Understanding of Customer Care Operations and the needs of the business.
• Proven analytical and problem-solving skills.
• Demonstrated ability to make sound decisions and deliver results.
• Good interpersonal skills including building consensus, negotiation, and facilitation.

Nice-to-haves

• CBAP Certification or other formally recognized education in the field of business analysis.

Benefits

• Dental insurance
• Health insurance
• Vision insurance