Job Location: Bangalore/Bengaluru
What you get to do in this role:
- Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality)
- Participate in end-to-end activities related to implementation planning including project management, issue management, communication and change management
- Help personalize and humanize the customer experience while at the same time accomplishing future business scalability
- Document the customer journey and identify ways to improve existing customer pain points based on process optimization, technology, change management, or communication
- Help uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered to positively influence the customer journey
- Work with the business, design, engineering, and product teams to create digital transformation experiences for team members and customers
- Work based on Agile digital execution and communicate across multiple cross teams to ensure successful project delivery
- Translate your recommendations to senior leadership to gain agreement, affect change and influence long term digital strategies
- Help create customer solutions to affect organizational transformational in the face of a digital-first new landscape
- Participate in User Acceptance testing and recommend improvements.
- Build proofs-of-concept (POC) for potential new solutions and technologies by working with product management and engineering teams.
Qualifications
To be successful in this role you have:
- 8+ years of experience as a Business Analyst with verifiable experience working directly with customers to improve their experiences
- Passion for technology and new ideas to improve the way people work using our products and the possibilities that come from building excellent customer experiences
- Experience defining the customer experience and personalizing the user journey across a cloud fulfillment ecosystem
- Experience with business process optimization and scalability with CX platforms / solutions
- Ability to tell our digital transformation story to our top customers world-wide
- Ability to determine the best investments for the future
- Experience analyzing business situations and working within a group environment to provide efficient software solutions
- Experience in preparing as-is process documentation, to-be process documentation, and performing detailed gap analysis
- Experience completing multiple, complex technical projects
- Should enjoy working in a collaborative environment
- Experience designing optimized customer experiences in either CSM, CRM, or HCM
- Comfortable presenting solutions to large audiences and senior executives in person, virtual, and webinars
- A willingness to take on tasks that sometimes would fall outside of their scope
- The ability to create ideas for how our digital experiences can make our customers more successful
- Ability to develop applications that meets goals
- Enjoyment working with customers and gets gratification from building useful IT applications and solutions
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