The Business Analyst role is responsible for providing line support, BA and QA functions. The role will work in a collaborative team environment and be responsible for escalating client issues as appropriate, advice and development from team members.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
- Work with customers and other team members to investigate, test and develop solutions and workarounds to resolve client issues/requests
- Create and edit CRM/BI Dashboards
- Perform in-depth analysis of user issues to determine causes and solutions
- Serve as the liaison between the application support team and other IT support teams to coordinate analysis of integrations issues between systems to determine causes and resolutions.
- Deliver application Training/ Refresher on an as needed basis
- Develop your personal technical knowledge base on- and off-the-job
- Gain an understanding of the underlying business, data and processes sufficient to provide expert advice to users in the use of supported application
- Participate in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog
- Participate in the delivery of changes within an agile development environment in collaboration with business analysts, developers and users
- Manage and maintain a test bed of scripts for release testing including regression testing of CRM.
- Manage and process client support emails and calls
- Document problems and activity and solution for each case
- Communicate the status of issues to clients and to the application team
- Identify high priority customer issues and escalate to appropriate team members, including management
- Build customer service relationships with key internal and external customers to increase market intimacy and knowledge to identify and respond to customer satisfaction issues.
SKILLS:
- Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures. Break up a complex software system into smaller units to gain a better understanding and create test cases.
- Design - Generates creative solutions; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication - Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
- Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Time Management - Efficiently manage workload, have high productivity, exhibit optimal time management, and organization skills.
- Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
EDUCATION:
- 2+ years experience with degree, in a computer or other related discipline
Our organization offers benefits that are the best fit for you at every stage of your career:
Comprehensive Insurance Plans: Health, Dental and Vision, 401k with Company Matching Contribution, Discretionary 401k Company Contribution, Tuition Reimbursement Program, Life/Disability Insurance, Family Leave, Panasonic Employee Discounts, Paid Vacation and Holidays, Wellness Program, Identity Protection, Community Stewardship, Employee Assistance Program and more
Hussmann is a subsidiary of Panasonic USA. Finding a better way has always been the Hussmann way. Since 1906, our focus on innovation has helped food retailers succeed. We hold over a 122 U.S. patents as well as 320 international patents from more than a dozen countries. We collaborate with customers across a variety of food retail segments as we work towards fulfilling a promise for better businesses, better partners, and a better world.
Hussmann is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to veteran status, disability, age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, genetics, marital status, pregnancy, or any other non-merit based factor.
