Customer Care Business Analyst

Atlanta, GA, United States

Job Summary

Works with business partners and specific business areas, identifying business unit requirements, creating project and process specifications, coordinating with project teams, and ensuring adherence to schedules and budgets and alignment with Information Technology strategy. Determines if solutions already exist or if new solutions are needed and provides input regarding buy vs build decisions. Ensures proper integration of solutions that impact work processes. Identifies opportunities for improvement or enhancement and negotiates agreements and commitments between business partners and Information Technology from requirements gathering to final implementation.

Job Duties And Responsibilities

Serves as an expert regarding the business units supported and has expert understanding of the Information Technology organization's systems and capabilities. Analyzes business unit operations to understand strengths and weaknesses and to identify process and function automation opportunities. Develops appropriate business models to represent business requirements and meet business needs.

Obtains and validates information requirements from stakeholders through various analysis techniques. Translates high level business requirements into functional specifications for the Information Technology organization. Manages requirements, approvals, changes, and traceability.

Assists with business process redesign and documentation as needed for new technology. Ensures technology solutions are in compliance with and uphold organizational standards. Develops business models to represent requirements, such as use cases, business process flows, and data flow diagrams.

Facilitates communication between business units and Information Technology from initial requirements to final implementation. Provides input regarding buy versus build decisions. Participates in planning sessions with business units to improve business processes.

Participates in defining and streamlining division level processes, procedures, and templates as needed to support the organization's process maturity goals and to ensure effective and efficient methods in accordance with best practices

Provides business reporting and analytical support, particularly pertaining to departmental governance and performance, utilizing various data sources and analytical tools. Performs analysis and provides reporting views with improvement recommendations. Designs, develops, tests, and maintains various reports using SQL driven application table portlets and Business Objects

Conducts systems analysis with a focus on business process models and use cases. Performs system administration and maintenance as needed in support of departmental activities. Performs audits to ensure compliance with division processes, procedures and standards

Analyzes incidents related to the system/application to identify problem areas. Works closely with the application vendor's product support team to identify and implement solutions

Works on multiple projects evaluating and identifying project complexity, assumptions, constraints, and dependencies. Conducts timely surveys to gauge effectiveness of delivery of technology solutions

Performs a variety of tasks to improve on the existing operating processes, methodologies and standards. Participates in the development of processes, procedures, and protocols for the department to ensure effective and efficient methods of providing support. Coordinates the maintenance of all tools used to administer the processes as needed to ensure system currency.

Builds, maintains, and manages stakeholder relationships. Educates the Information Technology organization on the direction of the business. Communicates complex technical concepts simply and effectively to nontechnical team members. Guides team members through the established operating process and escalate non-conformance as needed.

Maintains a current knowledge base and understanding of technological trends. Uses Information Technology knowledge base to bring solutions to business units supported and enhances the enterprise's competitive edge.

Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.

Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Synovus is an Equal Opportunity Employer supporting diversity in the workplace

Minimum Education:

Bachelor's degree in computer science, information systems, or a related field or an equivalent combination of education and experience.

Minimum Experience:

Three years of experience developing, implementing and maintaining enterprise policies, procedures and operating standards including preparing agendas, meeting minutes, and follow-up actions for meetings with management.

Required Knowledge, Skills, & Abilities:

Knowledge of the industry's standard business practices, products, and services

Knowledge of information system development strategies

Skill using tools such as SDLC, VISIO

Analytical, problem-solving and project management skills

Ability to effectively communicate across organizational layers verbally and in writing

Proficiency using Microsoft Office software products

Preferred Knowledge, Skills, & Abilities:

Experience in one or more Synovus lines of business

Experience with IT governance, project execution and IT planning

Knowledge of project management tools, methods and best practices such as those defined by the Project Management Body of Knowledge (PMBOK).

User level knowledge of SQL databases.

Project management skills and the ability to multitask in a cross-functional environment.

The ability to successfully manage the administration of one or more systems and/or applications

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