BUSINESS ANALYST

About the Role

• Position: Business Analyst
• Level: B1
• Experience: 0-2 years
• Shift: Currently Regular (8 AM–5:30 PM) with Saturday and Sunday as Off. This may change in the future.
• Location: Hyderabad

Key Responsibilities

• Manage mid/large projects, develop and coordinate realistic project estimates, plans, working and communicating effectively with Engineering, Product Management, QA, Operations.
• Understand products, internal tools and processes and leverage those to push automation and increase work efficiency.
• Use data and scientific management techniques to provide solutions to cater to various business needs.
• Process Analysis to Improve Throughput, Quality and Operations and Forecasting:
• Study the As Is processes and come up with To Be efficient processes. Mapping and Implementation.
• Predict resource and volume forecast for different processes.
• Metrics and Scorecards preparation for various evaluations, comparisons:
• Prepare Scorecards for competing entities (vendors, admin, processes).
• Prepare Dashboard and Metrics for Program Managers.
• User Response Analysis, Performance and Quality Measurement, New Metrics Definition.
• Financial Analysis including Cost Benefit, Price per Quantity, Resource and Overhead costing for various activities.
• Project Management including Planning, coordination, Effort estimation, Reporting and Execution:
• Coordinate entire project by integrating with different teams.
• Drive the project and identify parameters for next steps/enhancements.
• Leverage multiple teams/products for data enhancement.
• Lead and assist in special Pilot Projects related to Business and come up with actionable recommendations.
• Prepare Executive Level Presentations.
• Participate and provide Analytical Suggestions in increasing user base/participation for Map product.
• Support process by managing transactions as per required quality standards.
• Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoid legal challenges by complying with service agreements.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Performance Parameters

• Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
• Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed.

Requirements & Tech Stack

• Mandatory Skills: Geographic Information Systems (Maps)
• Experience: 1-3 Years

Qualifications

• Graduate (preferred MBA for BA).
• Preferred Qualification:
• Must be an MBA or Equivalent master’s degree from Tier II B-Schools.
• 2 to 5 years of IT, Operations, and Finance experience.
• Candidates with Engineering background would be preferred (but not mandatory).
• Exposure to project and program management function.
• Ability to effectively influence and communicate cross-functionally with all levels of management.
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment.
• Good to have:
• Understanding of SQL / PL-SQL.