IT Business Analyst, Customer Service & Training

Performs (depending on level) routine complex or advanced business analysis work. Work involves coordinating the gathering development and documentation of user requirements; the review assessment and development of business processes; the creation and validation of user acceptance testing; the performance of post-implementation support of systems; and support of the systems development life cycle. Collaborates with other departments on special projects to support the development of processes and operations. May supervise the work of others. Works (depending of level) under minimal moderate or general supervision with considerable latitude for the use of initiative and independent judgment.

Duties and Responsibilities:

• Gathers analyzes and documents user requirements business processes and problems to automate or improve existing systems; elicits and documents business needs for new systems.
• Coordinates the service request life cycle through customer-related service request responses business requirements coordination technical specifications and related artifacts review; and monitors system integration and user acceptance testing prior to implementation.
• Serves as a liaison by providing consultation documentation and direction to other areas with regard to analysis design configuration testing and policy implementation within all systems.
• Coordinates and/or analyzes user requirements procedures and problems to automate or improve existing systems; and coordinates and/or analyzes computer system capabilities workflow and scheduling limitations.
• Develops and/or reviews complex system documents to convey business requirements and support efficient system design.
• Develops documents and revises system design procedures test procedures and quality standards. Analyzes program policies and procedures to determine their effect on automated systems and system functional areas.
• Monitors the maintenance and enhancement of routine computer systems to ensure proper functionality.
• Identifies potential project risks and difficulties and designs strategies to mitigate or avoid them.
• Performs related work as assigned.

Education and Experience:

• A Bachelors degree in Business and/or Information Science and/or computer field is required or other related technical field from an accredited college or university; professional experience can be substituted on a year-to-year basis for the required college education.
• Experience in problem resolution proven background in troubleshooting understanding of basic network structures and a strong understanding of application database. Experience working in an Oracle/SQL environment.
• Experience working in a real time high volume transaction processing environment.
• May require registration certification or licensure in a specialty area.

• Knowledge of software development life cycle and systems development life cycle concepts; business and management principles involved in strategic planning resource allocation leadership techniques production methods and coordination of people and resources; and project management principles and practices.
• Ability to grasp complex business problems/solutions and document them in non-technical terms.
• Ability to serve on or lead/manage successful information systems project teams based on years of experience Strong skills in systems testing of specification requirements.
• Ability to perform objective analysis and re-engineering of business processes to maximize quality service and cost-effectiveness.
• Ability to meet deadlines and communicate the status of assignments Strong people and project management skills.
• Ability to motivate and direct the work effort of project team members from another area or section.

• Sedentary work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift carry push pull or otherwise move objects including the human body.
• Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Position Type and Typical Hours Work:

• This is a full time position.
• Typical days of work are Monday-Friday.
• Hours may vary based on business needs of the department including weekends.

• There are no major sources of discomfort.
• A normal office environment with acceptable lighting and climate control is provided.