Business Analyst

at  Lightspeed

As a Business Analyst, you will be responsible for driving the optimisation of our telephony systems and communications tools, ultimately enhancing the quality of customer interactions and satisfaction. By leveraging data analysis, process improvement and technology expertise, this role contributes to our commitment to deliver exceptional customer experience. This pivotal role involves collaborating with business units and a team of technical professionals and collaborating with various departments to ensure seamless communication infrastructure across the company. The Business Analyst will play a key role in bridging the gap between business objectives and communication technology solutions to optimize customer service and the different communication channels.

Role:

• Take ownership of the business intake requests and regularly update the review, scoping and backlog project board sections.
• Facilitate business requirement sessions and produce project brief documents, ensure the requirements are complete, unambiguous and testable.
• Transform business requirements into detailed functional specifications mapped to telephony, communication and messaging platforms capabilities.
• Collaborate with business on project brief approval once solution design is finalized by a technical Specialist.
• Define project scope and collaborate with the Product Manager to prioritize deliverables.
• Provide essential input to the Product Manager during the project planning, offering insights on communication technology needs, user requirements, and potential impacts on project timelines.
• Facilitate the collaboration between business and technical teams during the project lifecycle.
• Maintain consistent communication with the Product Manager and the leadership throughout the project lifecycle, sharing updates on requirements changes, testing results, and any issues related to the project.
• Build training materials, flow charts and user facing documentation for the projects.
• Facilitate the UAT and training sessions during the project lifecycle.
• Take ownership of incidents that require coaching to business and minimal configuration using the knowledge base.
• Contribute to the creation of knowledge base articles.
• Assess existing communication platforms to identify opportunities for enhancement, cost reduction and process optimization.
• Support the change management efforts to ensure a smooth transition when implementing a new communication solution.

Experience:

• Minimum 2-3 years of experience as Business Analyst
• Experience working in Agile such as Scrum or Kanban (preferred)
• Experience with CRM (Salesforce), telephony and communication platforms (preferred)

What will help you succeed:

• Excellent business acumen, with a deep understanding of organizational objectives and the ability to align contact center strategies with business goals.
• Familiarity with CRM systems (Salesforce), contact center platforms, telephony technologies, including PBX, VoIP, SIP, and Unified Communications.
• Effective communication and collaboration skills to work with cross-functional teams, stakeholders, and vendors.
• Analytical mindset with the ability to analyze data and metrics for data-driven decision-making.
• Demonstrated commitment to improve the customer experience through data analysis and process enhancements.
• Ability to identify and evaluate technical requirements and constraints for business solutions.
• Ability to use tools such as Lucid chart and write technical documentations such as community facing technical documentation, FAQs and postings for different audiences such as end users and technical teams.
• Ability to create and maintain technical documentation catalog that is accurate, complete and up to date, can communicate technical concepts and requirements through the documentation.
• Excellent English written & verbal communication skills

• Take ownership of the business intake requests and regularly update the review, scoping and backlog project board sections.
• Facilitate business requirement sessions and produce project brief documents, ensure the requirements are complete, unambiguous and testable.
• Transform business requirements into detailed functional specifications mapped to telephony, communication and messaging platforms capabilities.
• Collaborate with business on project brief approval once solution design is finalized by a technical Specialist.
• Define project scope and collaborate with the Product Manager to prioritize deliverables.
• Provide essential input to the Product Manager during the project planning, offering insights on communication technology needs, user requirements, and potential impacts on project timelines.
• Facilitate the collaboration between business and technical teams during the project lifecycle.
• Maintain consistent communication with the Product Manager and the leadership throughout the project lifecycle, sharing updates on requirements changes, testing results, and any issues related to the project.
• Build training materials, flow charts and user facing documentation for the projects.
• Facilitate the UAT and training sessions during the project lifecycle.
• Take ownership of incidents that require coaching to business and minimal configuration using the knowledge base.
• Contribute to the creation of knowledge base articles.
• Assess existing communication platforms to identify opportunities for enhancement, cost reduction and process optimization.
• Support the change management efforts to ensure a smooth transition when implementing a new communication solution