Santa Clara, CA
|
Business Analyst (BA)
|
Contract,Perm Possible
|
$47 - $70 (hourly estimate)
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Insight Global is looking for a Business Transformation Manager to sit remote, for one of our top clients based in the Santa Clara, CA area. The client is a leader in the cyber security industry and... More this role is for the Customer Support organization. The ideal candidate will be passionate about customer support operations and managing change. You will be expected to work cross-functionally to scope, define, design, and improve processes and tools to all subject matter areas within Customer Support. You are comfortable working with both highly technical and non-technical disciplines to ensure that business inputs and requirements are transformed into appropriate outputs and results. Responsibilities * Manage and communicate with senior stakeholders, act as the connective tissue of a large cross-functional team, working to share knowledge and drive towards a common goal. * Collaborates and influences IT/engineering teams and other cross-functional systems teams during process and technical design to optimize stakeholder/end user experience and support implementation of business solutions. * Lead the process design of the current state, capture pain points, define future state, and business requirements (BRD)/user stories for new Customer Support capabilities as well as enhancements. * Support Business Architects and operations teams in solution testing including identifying the test use cases, execution of testing, and bug resolution/review * Evaluate information gathered from multiple sources, identify gaps, reconcile conflicts, decompose high-level information into details and drive decision-making * Work with Business stakeholders and supporting teams to assess business requests, evaluating their potential effectiveness * Drive cross-functional discussions with Business stakeholders to define new capabilities, requirements, and USE cases * Must have knowledge of Support and Services business processes and a desire to help! build the infrastructure to enable an Enterprise Class service and support organization. * Coordinate project delivery by participating in design reviews and walk-throughs to communicate business requirements and validate proposed solutions * Proactively identifies dependencies between teams and ensures all plans align on delivery criteria * Support Change Management activities, communication planning, and feedback loop efforts pre-and-post project deployments * Understand the project life-cycle and Agile implementation methodologiesLess