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Case IQ · 2 months ago

Business Analyst

United States

Full-time

Hybrid

Mid Level

Case IQ is a company that provides software solutions for managing fraud, ethics, harassment, and security incidents, serving Fortune 500 clients. They are seeking a Business Analyst to manage change requests for software applications, ensuring customer satisfaction and coordinating all aspects of the delivery process.

AnalyticsComplianceHuman ResourcesInformation ServicesInformation TechnologyRisk ManagementSaaSSoftware

Responsibilities

Working with customers, partners and team members through requirements analysis, design, development, deployment and operation phases

Documentation of project plans, requirements and acceptance criteria, write user stories, prepare test plans

Direct engagement of the customer communication throughout the CR lifecycle: initiating and running meetings, managing timelines, providing updates, and demos

Primary point of contact for the customer through the Change Request lifecycle

Controlling scope and identifying where other support paths are appropriate for the customer

Coordinating and communicating with development resources to prioritize stories, manage development timelines and deployment

Ensuring that project costs are tracked accurately through proper time reporting practices

Managing project close-out process (billing, lessons learned, etc.)

Manage multiple change requests simultaneously, setting priorities appropriately

Fostering teamwork and building a positive and professional work environment

Mentoring team members, offering encouragement, advice and feedback as required

Help to implement a feedback mechanism to gather regular feedback from customers and analyze customer data to identify software improvements that result in Change Requests

Focused on educating our customers on the flexibility and potential of our software to help encourage continued usage of our product

Works closely with the Development Team Lead and Director of Customer Care to manage and schedule Team Resourcing

Keeping the leadership informed on project status, challenges and new opportunities

Building customer confidence to attain reference-able customers

Working with and supporting other teams in any capacity to further Case IQ’s interests. This includes other Delivery Teams, Infrastructure, Sales and Marketing, Support and Platform

Qualification

Business AnalysisCustomer Relationship ManagementProject ManagementChange ManagementMicrosoft Office SuiteTechnical AptitudeEmpathySalesforceJIRAXMLJavaInterpersonal SkillsEmotional IntelligenceNegotiation SkillsTeam PlayerProblem SolvingCommunication SkillsLeadership SkillsTime Management

Required

Proven Enterprise level Project Management

Demonstrated enterprise Business Analyst work

Strong customer relationship skills, willing to own a problem to resolution

Ability to speak to and own an agenda with executive level customers

A self-motivated team player who is strategic in nature but with a proven ability to be tactical when required to ensure timelines are met

A passion to approach a negative customer experience and turn it into a customer win

Very strong interpersonal skills and ability to lead others and get results without authority using influence, negotiation and strong relationship building skills

Change Management experience

Highly organized and excellent communicator both orally and in writing

High emotional intelligence with an ability to maintain grace under pressure

Ability to demonstrate empathy with a resolution focused mindset

Proficient in Microsoft Office Suite, Excel and PowerPoint and Project (or other project management applications)

Technical aptitude and proven ability to learn new software products

Knowledge of technologies such as, IT networking, internet technologies, web servers and XML, Java

Experience with CRM solutions such as Salesforce