Business Systems Analyst
Description
Business Systems Analyst is responsible for managing ongoing product change delivery and production support of customer alert applications and IVR solutions. These applications are used to notify customers of fraud on their account, compromised cards, Claims statuses and other timely account status information via SMS text, email, and voice. Additional responsibilities include working with the IVR Business Manager and other Business Analysts to identify new self service enhancements to better serve our customers.
Business Knowledge
* 2 years working knowledge of Contact Center operations with basic understanding of business strategy and drivers, contact center solutions
* Project involvement or Project Management experience preferred
Responsibilities to include but are not limited to the following
Overall Responsibilities
· Engage LOB clients to understand work flow, challenges, goals and change needs
· Develop working knowledge of the Fraud Alerts and CTO COAL solutions designs including voice/email/SMS interaction designs, case management flow and data outputs
· Contribute to product performance analysis leading to improvement recommendations (secondary focus – data analysis generally created outside of team yet our team directs points of analysis)
· Contribute to strengthened solution controls as it relates to improving designs or secondary controls in support of TCPA, information privacy and case handling.
· Participate in LOB client audits of fraud alerting solution and provide systems design and handling knowledge
· Day to day vendor oversight providing feedback on vendor handling, performance, support quality and responsiveness.
· Develop secondary knowledge of the inbound Interactive Voice Response (IVR) service handling (Other solutions maintained by our larger team)
· Manage solution, process and supporting team artifacts in SharePoint
Product Change Delivery (Primary Outbound Alerts, Secondary Inbound IVR/Omni Solutions):
· Facilitate requirements discovery
· Document business and functional requirements, collaborate with peers on requirements and designs, facilitate requirements peer reviews.
· Perform Project Manager tasks and coordination for change delivery in lieu of formal Project Managers
· Engage with LOB clients and Chase IT/vendor IT providers to drive changes through delivery to production
· Manage key aspects of the project life cycle as changes are implemented
· Create test considerations artifact, conduct requirements handoff to testing team, inspect and advise on test plan drafts, script indexes and test results
· Perform application user acceptance testing and defect analysis leveraging JPMC ALM system
Production Support Role:
· Provide 1stlevel support for production solutions as well as periodic support of project implementations during off-hours and holidays.
· Triage automated solution alarms to validate incident or activity threshold/driver
· Provide solution design SME input, triage support on production incidents and manage incident tickets in Chase Peregrine system
· Review and respond to JPMC Executive Office and Specialist Research requests for understanding of customer incidents and related solution design insights
· Create supportive job aids, process work flows and instructional procedures
· Perform secondary knowledge of the inbound Interactive Voice Response (IVR) service handling
Leadership
· Ability to manage customer (business) expectations and manage communication interactions between business and technology organizations.
· Ability to influence peers and stakeholders to accomplish team goals and objectives.
* Ability to self-direct work efforts with minimal oversight
* Demonstrate ability to lead in a dynamic/e/nvironment with ownership and accountability.
* Ability to share and enhance knowledge of others through interactions.
* Desire to learn new business knowledge and solutions to create great customer experiences and beneficial operations value.
Qualifications
· Bachelor’s degree preferred but not required
· Seasoned experience with business analysis, problem identification and problem resolution
· Minimum 2-5 Years working in inbound/outbound high volume call/contact center or supporting solutions of such
· Solid understanding of call center metrics and operations drivers
* Strong experience using core Microsoft applications (PowerPoint, Word, Excel, Viso a plus)
· Excellent multitasking, time management, organizational and planning skills
· Strong work ethic and ability to work independently as well as with a team and adapt to changing business needs
· Ability to communicate to a wide range of users, levels of management and IT providers (Excellent verbal and written communication skills)
* Desired: Understanding of Fraud operations knowledge and processes
* Desired: Experience working on projects involving multiple IT providers or vendors
* Desired: Ability to interpret and compile customer experience
* Desired: Experience driving continuous process improvement and creating process flows
* Desired: Query analysis and data model skills
* Desired: Experience working in agile software delivery and / or automated testing tools
**Job:** **Operations*
**Organization:** **CONSUMER & COMMUNITY BANKING*
**Title:** *Business Systems Analyst*
**Location:** *IN-MH-Mumbai-Magnus Tower / 03874*
**Requisition ID:** *160103219*