Job Summary

To provide business analytical support for the voice services and contact center environment.

Role Overview

The Unified Communications Team supports the Northern Trust contact center and voice technology. This role requires an independent, proactive, and forward-thinking individual that thrives in a fast-paced setting. A successful candidate will be both analytically and technically adept and will support and track multiple areas of concentration.

Experience Level

5-7 Years of experience

Qualifications

Bachelor's degree from an accredited institution in Computer Science, Business, or equivalent work experience is required.

Must have skills

- 1+ Yrs. of operational administration and support

- 3 years of professional business analysis experience, with strong relationship management, and support experience

- Preferred Telecom and Contact Centers experience

- Experience with Microsoft Office, Teams, Visio, and SharePoint

- Knowledge of Agile tools like ADO and Confluence

- Knowledge of Agile and iterative development methodologies

- Understanding of current technologies and Software Development Lifecycle (SDLC)

- ITIL framework foundations experience

- Ability to obtain, understand and respond strategically to business requirements

- Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed

- Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously

Nice to Haves

- Strong analytical, problem solving and conflict resolution skills

- Energetic, motivated, service-oriented, ability to multitask

- Excellent listening, oral, and written communication skills

- Strong interpersonal and teamwork skills

- Flexible to new situations and challenges

- Experience in a global operations environment

Tasks responsibilities

- Conduct engagements with business partners and collect business requirements,



document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies

- Serve as liaison with project team and assist with project activities for requirements and implementation efforts

- Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams

- Assist with preparing department documentation and presentations for project engagements

- Establish and maintain department dashboards

- Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services

- Maintain team tracker for weekly activities and collect updates from team members

- Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints

- Maintain IT Service Management portfolio of processes, procedures, and training material for department

- Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework

- Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI s

- Engagements with Service Now team for design and implementations with intake management

- Support efforts with department process and outside integrations

- Maintain Teams and SharePoint site with key business documentation

- Support business process improvement by evaluating current practices, identifying process improvements, and establishing modifications

- Support Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requests

- Maintain inventory records of services

- Assist with department surveys

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate, Infra N & T Admin - Business Analyst (Pune)
🏢 Northern Trust
📍 Pune