Technical Business Analyst
Technical Business Analyst
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Job Description
Job Title- Technical Business Analyst
Project Location Onsite in Newark NJ
Duration- 12 months contract
Visa: USC and GC
Onsite Interview
Need local NJ candidate
Skill Matrix Need this skills on candidate resume - Briefly mentioned
Web Applications
Mobile Applications
Call Center
As a Technical Business Analyst you will play a crucial role in evaluating designing and implementing information systems solutions that enhance the overall customer fare payment experience. You will work closely with stakeholders to gather and analyze requirements identify system improvements and ensure seamless integration between various systems. Manage gathering and defining business requirements reporting back to stakeholder for agreement and alignment. Assist moving product roadmap features into well-defined product requirements including features and acceptance test criteria. Manage product improvements vendors and Customer Communications on improving ticketing applications and simplifying the user experience. Provide support and analysis of each of NJTs sales channels; mobile app Tap & Ride web ticketing and evolving channel
Responsibilities:
- Define business requirements and refine them and report back to stakeholders. Work with developers to translate requirements into deliverables.
- Efficiently integrating new systems programs and applications with business operations and services. Multitask between multiple projects across fare collection channels providing input requirements and review to management and vendors.
- Conduct in-depth analysis to monitor and improve the performance of web-based customer portals and support services. Provide backup support on user and technical issues related to the app Tap & Ride Web ticketing and the future Fare card to the Call Center and Customer Service. Investigate and troubleshoot all system-related issues working collaboratively with technical teams to resolve problems and implement solutions.
- Ensure end-user proficiency with new systems programs and applications across departments. Analyze Call Center activity call volume duration and skill set. Monitor reports for both short- and long-term trends. Review customer service emails for issues and coordinate with vendor for resolution.
- Conducts analyses to assist in the business planning process and supports the development of goals and measurable objectives.
- Develops and deliver presentations to internal and external audiences. Create and deliver PowerPoint training presentations for the Call Center to train for new programs and application and portal enhancements.
- Develop detailed system design specifications including data models workflow diagrams and interface designs. Assisting with specifications and requirements for the development of Interactive Voice Response system and related reporting for the Call Center.
- Coordinate and oversee the integration of new software applications and systems into the existing technology landscape. Interface with (vendor) on both app/product development Call Center Admin portal and customer facing web portal development. Implement new features/enhancements based upon customer feedback for applications. Perform acceptance testing of the mobile app and both the Admin and Customer web portals releases prior to production deployment.
- Analyze and resolve attempted fraud by end users of the mobile app through various reports and portal.
Required:
- Bachelors Degree Information Technology or related area and 5 years of experience in strategic planning business analytics or transportation.
- In lieu of a degree 4 years experience in related work accepted.
- An accredited certification desirable.
- Transportation Agency or transit related experience desirable.
- Excellent written and verbal skills are required.
- Experience in technical business analysis in a related industry.
- Ability to keep pace with IT advancements.
- Excellent analytical skills and presentation skills.
- Demonstrated experience using Microsoft Excel Word Access and PowerPoint.
- Must be able to work well independently and as part of a team.
- Ability to prioritize and meet tight deadlines.
- Proven experience as a Technical Business Analyst or a similar role.
- Proficiency in system analysis methodologies and tools.
- Strong analytical and problem-solving skills.
Employment Type
Full-time
