Business Process Analyst-Online Enhancements-Contract

Job Description

Employment Classification: W2 Temporary Project Consultant

We are working with a client who needs a Business Process Analyst to support initiatives within a large energy industry marketer and distributor. The consultant will provide 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 related to online self-service processes with customers via online, agent, chat, SMS, email, and other channels.

Project Length: 12+ months

Location: Hybrid; some travel to King of Prussia, PA

Responsibilities

• Define/redefine business processes related to online self-service processes with customers via online, agent, chat, SMS, email, and other channels
• Capture business requirements, identifying testing scenarios and other functions
• Coordinate with technology architects to define solutions for build/purchase
• Create processes with cross multiple technologies including online and CRM vendor(s), SAP, internal & external online channels, and others
• Coordinate with technology consulting partners, customer experience business SMEs, Finance SMEs along with IT technical resources including architects, developers, integration experts, data experts
• 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.

Qualifications

• Bachelor's level degree in relevant field and at least 6-10+ years relevant experience
• 3+ years of experience in a process improvement capacity related to online self-services including customers via online, agent, chat, SMS, email, and other channels.
• Knowledge of Business Process Modeling tools required
• 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
• 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
• Utilizing Slack for collaboration and communications instead of email-based work.
• Strong communicator across verbal, in person, graphical and document-centric formats
• Able to lead discussions to drive initiatives with guidance from a Program Manager/Lead and work independently as required
• Strong organization skills
• 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 that the individual can provide acceptable proof that the individual has received, at least fourteen (14) days prior to the individual’s start date, either the second dose of a two-dose COVID-19 vaccine, or one dose of a single-dose COVID-19 vaccine.  Vaccines must be authorized and/or approved by the FDA.  Individuals needing an exemption to this requirement due to medical, disability-related, or religious reasons may request an exemption during the recruiting process. The Company will engage in an interactive process to determine if an exemption to this requirement as a reasonable accommodation is appropriate.

Our Commitment to Diversity

Diversity, equity, inclusion, and belonging (DEIB) are part of Sia Partners’ DNA. Thanks to our expertise in several sectors and our international growth, our teams include a variety of experiences and cultures. We’re confident that promoting DEIB creates an environment in which everyone can reach their full potential.

Our global network, DEIB@Sia Partners, brings together our people worldwide to facilitate local and global progress, focused on the following areas:

• Gender equality (global Gender Equality Index score of 91/100 for FY19-20)
• LGBTQ+
• Race & Ethnicity
• Working Parents