Job Title:
Senior Business Analyst
Job Description
Job Description: The Senior Business Analyst is responsible for overseeing business analysis activities for complex projects, such as Zendesk implementations, telephony platforms, CRM platforms, and custom development for web and app solutions. This role requires strong expertise in business processes, requirements gathering, platform integrations, and data analysis to ensure successful project delivery.
Job Scope:
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Lead and mentor junior Business Analysts, ensuring their alignment with business analysis best practices.
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Gather, analyze, and document business requirements for complex projects, including Zendesk, telephony platforms, and CRM systems.
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Facilitate workshops, interviews, and other requirements gathering sessions with stakeholders and technical teams.
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Develop and maintain business process models and relevant documentation to ensure clarity and consistency across platforms.
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Conduct data analysis and prepare reports to support business decisions, particularly around platform integration and performance.
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Effectively communicate requirements to development teams to ensure seamless platform integrations and system delivery.
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Drive continuous improvement in business analysis processes and methodologies, focusing on Zendesk, telephony platforms, and CRM systems.
Roles & Responsibilities:
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Requirements Gathering & Analysis:
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Lead and support requirements gathering activities for Zendesk implementations, telephony platform integrations, and CRM platform customizations.
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Elicit, analyze, and document business requirements for Zendesk, telephony, and CRM projects.
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Document user stories, use cases, and acceptance criteria for platform features and integrations.
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Conduct stakeholder interviews and workshops to validate platform requirements and align with business needs.
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Business Process Modeling & Documentation:
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Create and maintain business process models (e.g., BPMN, UML) related to platform workflows, including Zendesk, telephony platforms, and CRM systems.
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Produce clear, concise, and unambiguous documentation of business requirements for platform integrations and configurations.
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Ensure the accuracy and clarity of system requirements, especially those related to platform features and cross-platform workflows.
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Data Analysis & Reporting:
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Conduct data analysis to identify trends, patterns, and opportunities for improvement in Zendesk, telephony, and CRM platform performance.
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Prepare reports and presentations for stakeholders, focusing on the impact of platform integration and user engagement.
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Provide data-driven insights to support decision-making, highlighting the effectiveness of platform tools in achieving business objectives.
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Project Collaboration & Management:
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Collaborate with project managers, developers, testers, and platform vendors (Zendesk, telephony, CRM) to ensure successful project outcomes.
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Facilitate communication and resolve conflicts within the project team, especially related to platform integration challenges.
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Monitor and mitigate project risks and issues, specifically those arising from platform configurations or customizations.
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Team Leadership & Mentoring:
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Support and mentor junior Business Analysts working on platform-related projects, providing guidance on best practices for platform integrations.
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Conduct performance reviews and provide constructive feedback to junior analysts working with Zendesk, telephony, and CRM platforms.
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Foster a collaborative and high-performing team environment that encourages professional growth and platform expertise.
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Process Improvement:
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Identify and implement improvements to business analysis processes, especially for platform integrations and customizations.
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Stay informed of industry best practices and emerging trends in Zendesk, telephony platforms, and CRM systems.
Key Performance Indicators (KPIs):
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On-time, On-budget Delivery:
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Ensure Zendesk, telephony, and CRM platform projects are delivered on time and within budget.
2.
Stakeholder Satisfaction:
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Achieve high satisfaction with requirements gathering and deliverables for platform implementations.
3.
Requirements Accuracy:
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Ensure requirements documentation for platforms is complete, clear, and accurate.
4.
Quality of Documentation:
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Maintain high-quality business process models and platform documentation.
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Data-Driven Decisions:
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Provide actionable insights from data analysis to support decision-making.
6.
Team Development:
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Mentor junior Business Analysts and support their growth.
Location:
PHL Quezon City - EXXA Tower, 7th floor
Language Requirements:
Time Type:
Full time
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