
Strategic Process Improvement Specialist
2 days ago
Job Description:
We are seeking a talented and analytical professional to join our team. The Digital Business Analyst will play a key role in understanding and improving clients' digital processes, identifying opportunities for innovation, and ensuring successful implementation of digital transformation initiatives.
Key Responsibilities:
- Business Analysis:
- Conduct detailed analysis of clients' digital processes and systems, including customer ticketing systems, omnichannel technologies (e.g. Zendesk, CXONE), CRM & Customer Billing platforms.
- Identify gaps, inefficiencies, and opportunities for improvement.
- Develop comprehensive business requirements and specifications for digital projects.
- Capture & manage user stories in project management tools.
- Process documentation and identification of key dependencies.
- Stakeholder Engagement:
- Collaborate with clients, stakeholders, and cross-functional teams to gather and document requirements.
- Facilitate workshops and meetings to elicit business needs and priorities.
- Communicate effectively with technical and non-technical stakeholders.
- Solution Design:
- Work closely with the technical team to design and develop digital solutions that meet business needs.
- Create process models, wireframes, and prototypes to illustrate proposed solutions (when required).
- Ensure solutions align with clients' strategic objectives and technical architecture.
- Project Management:
- Assist in the planning, coordination, and execution of digital transformation projects.
- Monitor project progress, identify risks, and implement mitigation strategies.
- Ensure projects are delivered on time, within scope, and within budget.
- Create & manage project schedules and track key performance indicators.
- Data Analysis:
- Analyze data to provide insights and recommendations for decision-making.
- Develop and maintain dashboards, reports, and visualizations to track key performance indicators.
- Utilize data analytics tools to support business analysis and reporting.
- Change Management Initiatives:
- Support clients in managing change related to digital transformation.
- Develop training materials and conduct training sessions for end-users.
- Provide ongoing support and troubleshooting as needed.
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