My client based in Cape Town is currently looking for a Business Analyst with retail experience to join them on an independent contract basis
To understand the current business environment: Analyse and understand the current business environment Analyse and understand the current business strategies Understand the current trends and developments in the industry To identify and understand business requirements: Work with user departments in the identification and documentation of user requirements Assess and document the business implication of user requirements to the business process involved Propose and document process improvements where appropriate Define business rules and guide the implementation of these rules in the development of the various application systems To determine a suitable solution to business needs/requirements: Works closely with System Analysts and Project Managers to design and implement solutions Provide input on alternatives presented by the technical designers and answer detailed questions regarding the business design Engage the most appropriate business representatives to obtain input and agreement on alternatives that are presented To deliver the required solution: Research, document and prepare business cases on appropriate technologies, which will align with the business strategies of the organisation Define scope of solution and ensure understanding of scope by business user Review technical solutions and business processes against business requirement specification Assist in the identification of data conversion and reporting requirements Facilitate and co-ordinate User Acceptance Testing Understand, document and escalate project risks Liaise with other project areas to co-ordinate interdependencies and resolve issues To train business users: Render support and facilitate sessions for end-users, including training where applicable To continuously support the business environment: Maintain an understanding of enterprise business initiatives and objectives, the various line portfolios, and current trends and developments in the technology field Assist Senior Business Analyst to monitor portfolio activities.
3-5 years solid Business analysis experience in a customer services environment (supporting contact centres; understand contact centre operations incl. interaction flows, QA, WFM, metrics, etc). 2-3 years Retail industry desirable NB: Understand contact centre operations and support functions (and regulations within environments).
Strong technical understanding of a contact centre landscape and it’s supporting technologies, including: – Interaction Management – Call flows (IVR’s, call recordings, routing, etc.) – Channels (Telephony, email, chat, Whatsapp, social, USSD,etc.) – Knowledge Management – Assisted and self service, etc
Desired Skills:
- Retail
- Business analysis
- Business Process Analysis
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Grade 12 / Matric