Business Process Analyst-Customer Experience (CX)-Contract

Company Description

Employment Classification: W2 Project Consultant

Sia Partners is a next-generation consulting firm focused on delivering superior value and tangible results to its clients as they navigate the digital revolution. Our global footprint and expertise in more than 40 sectors and services allow us to enhance our clients’ businesses worldwide. We guide their projects and initiatives in strategy, business transformation, IT & digital strategy, and Data Science.

We are working with a client in need of a qualified Business Process Analysts to support initiatives within a large energy industry marketer and distributor. This Contractor will be responsible for providing technical and functional expertise in the areas of defining business requirements for improvements and working with business stakeholders to ensure realization of these requirements in technology solutions. Projects include Payment Simplification, Customer Experience/Online Enhancements, and Interactive Voice Response (IVR).

Employment Classification: Temporary Project Consultant

Project Length: 12 months plus

Location: Hybrid-Some travel to King of Prussia, PA

Job Description

• Define the business cases for each of the new initiatives and while not playing a project management role, will provide oversight for their implementation.
• Develop clear picture of Current State processes and gaps to achieve future state
• Work directly in the business groups to define new areas of improvement and prioritize process improvements.
• Participate in design reviews, develops recommendations for how to improve or redesign relevant software tools to meet the needs of the company’s process design.
• Develop business process maps and translates functional requirements to hand over to Technology center teams or contractors to build out system changes.
• Coordinate with technology architects and other business channels
• Identify and decompose complex business problems and develop recommendations and/or design solutions
• Provide project management leadership to ensure new initiatives are delivered as promised to the business as needed.
• Work with business to define and build business case justification for new initiatives
• Identify testing scenarios and supports test script development as needed
• Lead IT Single Point of Contact within a defined business area to drive new initiatives forward between business and IT

Qualifications

• Bachelor's level degree in relevant field and at least 6-10+ years relevant experience
• Experience in Payment Processing, Customer Experience/Online Enhancements, and/or Interactive Voice Response (IVR) is required.
• Demonstrated experience to lead teams of requirements analysts to collect, document and progressively elaborate requirements using use-cases; to develop general user requirements, detailed functional requirements and system specifications working across functional teams.
• Ability to work on multiple projects simultaneously
• Ability to initiate dialogue and facilitate solutions with Business Leads
• Ability to develop and maintain relationships with stakeholders to ensure long-term partnerships
• Experience with managing a team of direct reports in previous roles
• Possesses superior interpersonal skills and ability to work with a variety of personalities
• Strong organizational skills to manage time, prioritize effectively, and handle multiple deadlines
• Strong relationship building skills and strong skills in coordination, project management, organizational and time management skills.
• Ability to draw upon experience, judgment, and solid business acumen to offer insights
• Experience working in a hybrid waterfall/agile environment
• Experience with Jira and/or Microsoft DevOps (MS DevOps preferred)
• Knowledge of SAP, BI, Web and Mobility desired, including experience with CRM (e.g., MS Dynamics) and IVR (e.g., Nuance)
• Strong communicator across verbal, in person, graphical and document-centric formats
• Managed a team of at least 1-3 direct reports in past experiences
• Able to lead discussions to drive initiatives with guidance from a Program Manager/Lead and work independently as required
• Strong organization skills
• Advanced proficiency in Microsoft Office including Visio; comfortable using Slack for collaboration/communication
• Knowledge of Business Process Modeling tools a plus
• Ability to function effectively in a fast paced, team-oriented work environment

Additional Information

Please note that Sia Partners requires all employees in this position to be fully vaccinated against COVID-19 as a condition of employment.  “Fully vaccinated” means