Business Analyst-Customer Service

Job Summary: The primary role will be to work closely with the customer care organization and to develop new, improved processes for the group to help them operate more efficiently. The implementation of the new processes will include system changes, and the BA will be responsible for the creation of requirements and project management for these changes.Duties and Responsibilities:

Develop a solid understanding of the current processes used by the business today and document the present method of operations (PMO) as the baseline for process improvements.

Use substantial business experience in the customer care and billing areas to define and document the future method of operations (FMO) by working closely with the customer care groups, determining their needs, and designing processes to optimize their performance.

Create detailed business requirements for all software changes that are needed to support the new business processes.
Project manage all software projects related to the changes in support of the customer care organization. This will include managing internal Shentel staff as well as outside contractors as well as managing the testing teams and working with the business to get everything in place to support deployment (e.g training documents).

Act as the primary liaison between the customer care organization and the technology organization.
Assist with building the annual capital budget.



Preferred Qualifications
Qualification Requirements:

Education: BS/BA in business, marketing, engineering, or other relevant field.

Experience: 10-15+ years of experience, preferable in the communications industry (telephony and cable preferred) with a strong knowledge of best-in-class customer care, billing and field services processes.
Experience in the management of a customer care and/or billing organization preferred.

Strong background in defining and documenting business processes.

Good technical understanding of software systems and development lifecycles.
Proven project management experience of software projects through all aspects of projects (concept through deployment and stabilization).

Experience giving training and presentations, strong technical aptitude, experience performing financial analyses.Knowledge of:

In-depth knowledge of Microsoft Project and Office particularly Visio and Word.

Expert knowledge in customer care and billing processes.

Basic knowledge of communications services (Telephony, Video, Data, & VoIP).

Good knowledge of project management.