Senior Technical Business Analyst - Contact Center

Title: Sr. Technical Business Analyst - Contact Center
ID: TEC00028271

Description
Senior Business Analyst- ITS Contact Center Strategic Consulting.
Thomson Reuters is a leading provider of integrated information solutions to legal, Financial, tax, accounting, health care, intellectual property, compliance and business professionals around the world. The Internal Technology Services (ITS) Contact Center Strategic Consulting team provides both strategic consulting with our internal customers and tactical project requirements support. We are looking for an individual with Cisco contact center and associated 3rd party application experience to work with our internal customers and our design/engineering teams. This person will gather requirements for projects, coordinate design responses from the engineering teams, ensure the project requirements and solution are understood by all parties and provide support where needed. In addition, this person will coordinate meetings with the business to discuss their direction, motivations, needs and opportunities. This individual will need very strong, time management skills, self-motivation, attention to detail and exceptional communication skills. ITS has a position available in our AMERS or EMEA offices.

Keywords
Cisco Contact Center, Business Analyst, Strategic ConsultingCUIC, Verint I360, Exony, Symon, solution consultingCall flow documentation, Contact Center solution analystContact Center Business Analyst, Project coordination, Internal business consulting

Position Description:
This is a full time Senior Business Analyst position with the ITS CC Strategic Consulting Group.
- Quickly understand the business issues and challenges including the non-standard requirements.
- Identify strengths and weaknesses and work with ITS CC Design to suggest appropriate solutions.
- Maintain detailed business knowledge, direction and solutions proposed.
- Create detailed requirements understandable to the business and with sufficient detail and clarity for Design.
- Gather detail for all project requests and ensure PM, engineering and the business understand the requirements/deliverables as documented.
- Understand technical details of a solution to help validate the solution with the Design team prior to discussions with the business.
- Maintain the business relationship by offering assistance with their future planning and budgeting.
- Manage business expectations and assist in their understanding of the process for both implementations and support.
- Work with engineering to understand required information for design and deployment as well as engineering standards to be maintained.
- Maintain up to date understanding of industry practices as they pertain to individual business units.
- Work with the business and design on innovative solutions to business needs.
- Understand the technology and interactions between solutions.
- Continually seek opportunities to increase business unit satisfaction and foster trust in the ITS Contact Center organization.
- Able to run effective meetings and maximize their value to participants.
- Suggest process improvements to the technology teams.
- Be the escalation point for the business when needed.
- Understand the BU's operation and profit model to help technology teams minimize impact and the help the BU maximize resource effectiveness.
- Understand the business impact when contact center services are unavailable.
- Manage training needs for deployments with our customers.

We are the leading source of intelligent information for the world's businesses and professionals, providing customers with competitive advantage. Intelligent information is a unique synthesis of human intelligence, industry expertise and innovative technology that provides decision-makers with the knowledge to act, enabling them to make better decisions faster. We deliver this must-have insight to the financial and risk, legal, tax and accounting, intellectual property and science and media markets, powered by the world's most trusted news organization.

Qualifications

Minimum Qualifications:
Bachelor's Degree in Technology or Business with an emphasis on technology.4+ years experience each in two of the following areas Contact Center business consulting, Contact Center implementation or Contact Center project management.A self-motivated individual who is able to take ownership of and work concurrently on multiple projects.
Able to organize work flow to meet numerous project milestones and deadlines.
Willing to work a flexible schedule based on business unit needs and interaction with a primarily US based team.
Able and willing to work as part of a team and share in responsibilities.
Have a strong technical skill set and must possess the ability to learn new technologies used to address business requirements.
Able to work with multiple technical groups in a large global technical organization.
Able to communicate effectively with internal and external customers.
Proficient in speaking Spanish is preferred

Primary Responsibilities:
Strategic Consulting on behalf of the ITS CC organization with the internal business unit customers.
Various portions of the project workflow process focused around requirements gathering.At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

Intrigued by a challenge as large and fascinating as the world itself? Come join us.

According to the U.S. Citizenship and Immigration Services (USCIS), the H-1B visa cap has been met for the 2014 fiscal year (October 1, 2013-September 30, 2014).

Job: Technology Development
Primary Location: Eagan, MN, US
Other Locations:
Organization: Tech - IT Services
Schedule: Full-time
Education Level:
Job Type: Standard
Travel: No