Auto req ID: 4612BR
Title: Business Analyst
Job Function: Information Services/Technology
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
**This is a contract opportunity with Harley-Davidson Financial Services with the potential to convert to a full time role.**
The Business Analyst for contact centers provides business content knowledge and technology expertise in contact center processes and technologies including interaction channel delivery (call, chat, email), call management, unified communications, interactive voice response, workforce management, call recording and quality assurance, and telephony and data integration that assists in the establishment and execution of the IT strategic direction. This role assists the Service Portfolio Manager (SPM) for Contact Centers in shaping technology demand using a global lens providing the highest level of strategic value. During shaping, this role leads the process to scope, estimate, and industry benchmark initiatives as they are prioritized and approved within the overall business capability roadmap. For approved roadmap initiatives, this role leads and documents business requirements definition, transitions requirements to GIS’s Global Solutions Design organization or Vendor partners, and develops and reviews functional requirements, designs, and specifications. This role leads the definition of service levels for assigned systems including identifying continuous improvement opportunities when service levels do not meet expectations. This position is tightly aligned with the GIS Solution Design and Delivery organization while also working closely with lines of business areas.
Responsibilities:
The key responsibilities for this role include:
- Support the SPM and business leadership understanding of contact center business strategies and objectives and develop and deliver appropriate IT strategies and capabilities that fulfill business strategies and objectives.
- Support the SPM in developing, maintaining and communicating the applications roadmap for the assigned area including the prioritization of initiatives.
- Support the SPM and collaborate within GIS and outside vendors to define solution options, estimate costs and schedules.
- Monitor and assess service levels for call center technologies and vendor services. Identify and implement continuous improvement opportunities.
- Assist the SPM in the establishment and enforcement of processes which create and maintain documentation, documentation approvals, and governance of call center changes in the technology areas of phone/fax lines, IVR/VRU functionality and capability, messaging, and unified communications.
- Assess and documents current state processes and architecture to identify opportunities for improvement and areas of risk.
- Develop and document detailed testable business requirements for call center technology projects and enhancements in collaboration with business stakeholders.
- Design and document functional call flow changes and functional design specifications for projects and enhancements in accordance with HDI Contact Center Design Standards.
- Work with GIS’s Enterprise Architecture and Innovation Council organizations to bring new technology ideas to stakeholders and finalize technology decisions.
- Collaborates with business partners to translate global, functional, and divisional capabilities and requirements into IT initiatives with strategic business value.
- Lead the business case development process for IT initiatives working in collaboration with business partners for IT programs or initiatives.
- Build and maintain strong relationships and rapport with the Business Process Transformation organization as well as functional leaders.
- Work directly with GIS’s Solution Design, Solution Delivery, and vendor teams to solidify their understanding of business requirements, review and approve functional requirements, and provide ongoing support through execution phases of the project.
- This position will not manage direct reports.
Education Required:
Bachelors degree required. Advanced degree preferred.
Experience Required:
- 7-10 years of relevant technology and business process experience for the assigned area.
- Demonstrated experience forming strong business partnerships with global and functional stakeholders.
- Demonstrated experience with demand management and prioritization, solution options development, and business case development.
- Demonstrated technology solutions design and implementation experience with the design, development, implementation, and operations management of Contact Center technologies in the areas of Multi-Channel ACD, IVR, CTI, WFM, QA, and Performance Management. Preferred technology experience includes Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco Voice Portal, Biscom Fax Services, Cisco Unified Intelligent Center, Cisco Intelligent Call Management, Aspect Workforce Management, Aspect Dialer, and NICE Perform or VPI Quality Assurance and Call Recording.
- Participation in development of IT strategies and roadmaps.
- Participation in managing a portfolio of packaged and custom applications.
- Project management and business analyst experience, including understanding of full lifecycle implementations for major applications.
- Experience leading technology selection processes including RFIs and RFPs.
- Understanding of ITIL processes and service level management.
- Ability to translate technology concepts into business terminology.
- Experienced in the selection and management of BPO and Technology Vendors.
- Proven ability to make sound and logical judgments.
- Strong interpersonal, written, presentation, and oral communication skills.
- Highly self-motivated and directed.
- Ability to collaborate within a team while exercising independent judgment and initiative.
- Ability to work under pressure, meet deadlines, and be flexible in working on multiple projects simultaneously.
Supplemental Information:
This position will be filled in Plano, TX.
**This is a contract opportunity with Harley-Davidson Financial Services with the potential to convert to a full time role.**
Direct Reports: No
Travel: Required 10-25%
Title: Business Analyst
Job Function: Information Services/Technology
State and City: Texas, Plano
Company: Harley-Davidson Financial Services
Full or Part-Time: Full-Time
Job Summary:
**This is a contract opportunity with Harley-Davidson Financial Services with the potential to convert to a full time role.**
The Business Analyst for contact centers provides business content knowledge and technology expertise in contact center processes and technologies including interaction channel delivery (call, chat, email), call management, unified communications, interactive voice response, workforce management, call recording and quality assurance, and telephony and data integration that assists in the establishment and execution of the IT strategic direction. This role assists the Service Portfolio Manager (SPM) for Contact Centers in shaping technology demand using a global lens providing the highest level of strategic value. During shaping, this role leads the process to scope, estimate, and industry benchmark initiatives as they are prioritized and approved within the overall business capability roadmap. For approved roadmap initiatives, this role leads and documents business requirements definition, transitions requirements to GIS’s Global Solutions Design organization or Vendor partners, and develops and reviews functional requirements, designs, and specifications. This role leads the definition of service levels for assigned systems including identifying continuous improvement opportunities when service levels do not meet expectations. This position is tightly aligned with the GIS Solution Design and Delivery organization while also working closely with lines of business areas.
Responsibilities:
The key responsibilities for this role include:
- Support the SPM and business leadership understanding of contact center business strategies and objectives and develop and deliver appropriate IT strategies and capabilities that fulfill business strategies and objectives.
- Support the SPM in developing, maintaining and communicating the applications roadmap for the assigned area including the prioritization of initiatives.
- Support the SPM and collaborate within GIS and outside vendors to define solution options, estimate costs and schedules.
- Monitor and assess service levels for call center technologies and vendor services. Identify and implement continuous improvement opportunities.
- Assist the SPM in the establishment and enforcement of processes which create and maintain documentation, documentation approvals, and governance of call center changes in the technology areas of phone/fax lines, IVR/VRU functionality and capability, messaging, and unified communications.
- Assess and documents current state processes and architecture to identify opportunities for improvement and areas of risk.
- Develop and document detailed testable business requirements for call center technology projects and enhancements in collaboration with business stakeholders.
- Design and document functional call flow changes and functional design specifications for projects and enhancements in accordance with HDI Contact Center Design Standards.
- Work with GIS’s Enterprise Architecture and Innovation Council organizations to bring new technology ideas to stakeholders and finalize technology decisions.
- Collaborates with business partners to translate global, functional, and divisional capabilities and requirements into IT initiatives with strategic business value.
- Lead the business case development process for IT initiatives working in collaboration with business partners for IT programs or initiatives.
- Build and maintain strong relationships and rapport with the Business Process Transformation organization as well as functional leaders.
- Work directly with GIS’s Solution Design, Solution Delivery, and vendor teams to solidify their understanding of business requirements, review and approve functional requirements, and provide ongoing support through execution phases of the project.
- This position will not manage direct reports.
Education Required:
Bachelors degree required. Advanced degree preferred.
Experience Required:
- 7-10 years of relevant technology and business process experience for the assigned area.
- Demonstrated experience forming strong business partnerships with global and functional stakeholders.
- Demonstrated experience with demand management and prioritization, solution options development, and business case development.
- Demonstrated technology solutions design and implementation experience with the design, development, implementation, and operations management of Contact Center technologies in the areas of Multi-Channel ACD, IVR, CTI, WFM, QA, and Performance Management. Preferred technology experience includes Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco Voice Portal, Biscom Fax Services, Cisco Unified Intelligent Center, Cisco Intelligent Call Management, Aspect Workforce Management, Aspect Dialer, and NICE Perform or VPI Quality Assurance and Call Recording.
- Participation in development of IT strategies and roadmaps.
- Participation in managing a portfolio of packaged and custom applications.
- Project management and business analyst experience, including understanding of full lifecycle implementations for major applications.
- Experience leading technology selection processes including RFIs and RFPs.
- Understanding of ITIL processes and service level management.
- Ability to translate technology concepts into business terminology.
- Experienced in the selection and management of BPO and Technology Vendors.
- Proven ability to make sound and logical judgments.
- Strong interpersonal, written, presentation, and oral communication skills.
- Highly self-motivated and directed.
- Ability to collaborate within a team while exercising independent judgment and initiative.
- Ability to work under pressure, meet deadlines, and be flexible in working on multiple projects simultaneously.
Supplemental Information:
This position will be filled in Plano, TX.
**This is a contract opportunity with Harley-Davidson Financial Services with the potential to convert to a full time role.**
Direct Reports: No
Travel: Required 10-25%