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Technical Business Analyst

CRG

Job Description


Technical Analyst


The primary functionality of this role is to be the customer advocate during the SDLC of our solutions. The success of this individual at its core is about their soft skills focusing on drive, determination, organization and communication. This person will work as the relationship liaison between the customers and the technical teams that support our omni-channel client interfacing financial solutions. This person will be responsible for managing all the technical solutions that enable this process.
This person must be able to wear many hats to assist the customers on-going work with the following teams: project managers, quality assurance analysts, and business analysts.


Responsibilities:

  • Develop and maintain the knowledge base required to support all internal and external solutions within Zendesk and Atlassian applications
  • Deliver a weekly scorecard to individual customer teams and review progress with them to increase the quality of our services while supporting our SLAs
  • Deliver a monthly scorecard to our customers and our executives to be reviewed by the leadership team to ensure proper support is in place to support production and project efforts
  • Lead multiple internal and external teams to manage (BPM) business process maps to be used for the incident, change, and problem management life cycles within the Production Support team
  • Lead all teams to ensure SLAs are met through all three cycle phases (Incident, Change and Problem Management) sending out update communications as needed
  • Lead the internal technical teams responsible for delivering to resolve during the Change and Problem Management phases while ensuring quality and integrity of delivery, meeting all company KPIs
  • Be available to support all internal and external teams 24/7/52 with a hands-on approach leading recovery processes to meet company KPIs
  • Excellent organizational, time management, analytical and multitasking skills
  • Excellent written and verbal communication, meeting facilitation and presentation skills


Required Experience:

  • 3+ years hands-on experience developing (implementing) and/or managing a help or service desk, OR 3+ years hands-on experience implementing software solutions
  • 2+ years hands-on experience using T-SQL active script language
  • 5+ years hands-on experience using Office365; Professional Plus (Word, Excel, OneNote, Visio, PowerPoint and Outlook)
  • 5+ years hands-on experience using Office365; Professional Plus (Word, Excel, OneNote, Visio, PowerPoint and Outlook)


Desired Experience:

  • Banking (Business Operations or IT Operations) background
  • CAPM or PMP certification
  • Agile SDLC experience
  • ZenDesk/ZenTalk experience
  • Atlassian experience in Slack, JIRA, Confluence, and OpsGenie


Category Code: JN008

Job Requirements

 
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Job Snapshot

Location US-NC-Charlotte
Employment Type Full-Time
Pay Type Year
Pay Rate N/A
Store Type Finance & Accounting, IT & Technical

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Terms & Conditions
Snapshot
CRG
Company:
US-NC-Charlotte
Location:
Full-Time
Employment Type:
Year
Pay Type:
N/A
Pay Rate:
Finance & Accounting, IT & Technical
Store Type:

Job Description


Technical Analyst


The primary functionality of this role is to be the customer advocate during the SDLC of our solutions. The success of this individual at its core is about their soft skills focusing on drive, determination, organization and communication. This person will work as the relationship liaison between the customers and the technical teams that support our omni-channel client interfacing financial solutions. This person will be responsible for managing all the technical solutions that enable this process.
This person must be able to wear many hats to assist the customers on-going work with the following teams: project managers, quality assurance analysts, and business analysts.


Responsibilities:

  • Develop and maintain the knowledge base required to support all internal and external solutions within Zendesk and Atlassian applications
  • Deliver a weekly scorecard to individual customer teams and review progress with them to increase the quality of our services while supporting our SLAs
  • Deliver a monthly scorecard to our customers and our executives to be reviewed by the leadership team to ensure proper support is in place to support production and project efforts
  • Lead multiple internal and external teams to manage (BPM) business process maps to be used for the incident, change, and problem management life cycles within the Production Support team
  • Lead all teams to ensure SLAs are met through all three cycle phases (Incident, Change and Problem Management) sending out update communications as needed
  • Lead the internal technical teams responsible for delivering to resolve during the Change and Problem Management phases while ensuring quality and integrity of delivery, meeting all company KPIs
  • Be available to support all internal and external teams 24/7/52 with a hands-on approach leading recovery processes to meet company KPIs
  • Excellent organizational, time management, analytical and multitasking skills
  • Excellent written and verbal communication, meeting facilitation and presentation skills


Required Experience:

  • 3+ years hands-on experience developing (implementing) and/or managing a help or service desk, OR 3+ years hands-on experience implementing software solutions
  • 2+ years hands-on experience using T-SQL active script language
  • 5+ years hands-on experience using Office365; Professional Plus (Word, Excel, OneNote, Visio, PowerPoint and Outlook)
  • 5+ years hands-on experience using Office365; Professional Plus (Word, Excel, OneNote, Visio, PowerPoint and Outlook)


Desired Experience:

  • Banking (Business Operations or IT Operations) background
  • CAPM or PMP certification
  • Agile SDLC experience
  • ZenDesk/ZenTalk experience
  • Atlassian experience in Slack, JIRA, Confluence, and OpsGenie


Category Code: JN008

Job Requirements

 
Technical Business Analyst Apply now