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Senior Business Analyst

Sacramento, CA
  • Posted: 11 days ago
  • Full-Time
Job Description
Senior Business Analyst

Position Summary
  • The Senior Business Analyst acts as the business expert filling a liaison role between the IT development group and business units for the development, enhancement, and implementation of our toll-free interactive voice response unit - Nuance IVR and our external Pay by Phone IVR through Banking.
  • Additionally, this position provides data and reporting solutions to satisfy informational and performance metrics needs for one or more business functions - primarily focused on overall IVR performance, containment rates, customer experience, and usability, and Customer Satisfaction.
  • Everything client do is centered around the customer and their experience with the client making their interaction as effortless as possible.

  • The Senior Business Analyst will provide expert consulting to the client, to identify and satisfy the client's business needs.
  • Analyze end-to-end business processes and information needs of varying complexity, encompassing one or more Company business functional operations and potentially external entities.
  • Understand the client's current and future business environment, effectively anticipate, identify, and fully meet all business needs.
  • Propose, evaluate and document alternatives that will provide the most effective solution to solve business problems including delivery of new business initiatives.
  • The Senior Business Analyst will anticipate client concerns and questions and provide timely, professional, and client-focused communications via meetings, status reports, phone, and email and follow through with results.
  • Prepare communications and make presentations on system enhancements and/or alternatives.
  • The Senior Business Analyst will provide client support on the effective use of production systems.
  • Research potential system issues in transaction processing and data quality.
  • Provide timely responses to client inquiries.
  • Work with team members, supervisors, and client organizations as appropriate to ensure smooth system operations to minimize the impact on business operations and enable the business to achieve results.
  • Lead and/or support recovery of production system issues, including business process recovery.
  • Define and document business requirements.
  • The Senior Business Analyst will prepare functional specification documents for one or more applications or one or more system functions.
  • Prepare business cases in support of business initiatives.
  • Prepare technical specification documents.
  • Prepare and/or review test plans and perform quality reviews on test results.
  • Perform functional integration testing of transactional processing, data extracts, and reporting.
  • Comply with SOX documentation and other standard process requirements as appropriate.
  • Configure system parameters or soft tables to enable application functions to perform per specifications.
  • Develop queries to extract data or create operational reports using production databases.
  • Perform unit, string, and functional integration tests to ensure application solutions and reports satisfy defined functional and/or technical specifications.
  • Conduct all work safely and promote safe work practices. Attend all safety meetings and training sessions.
  • Comply with all Utility safety best practices and safety accountability model.
  • Demonstrated participation in projects of medium to high complexity.
  • Demonstrated leadership role in a medium to high complexity projects.
  • Expert technical knowledge of one or more functional areas in client business applications, CC&B, SAP, etc., and Project Management skills sufficient to coordinate multi-organizational projects.
  • Demonstrated excellent written and verbal communication skills.

Minimum Qualifications
  • BA/BS in Business Administration, Computer Science, Information Systems, or equivalent work experience.
  • MBA, CPA, CMA desired.
  • Demonstrated coursework and/or training in programming languages used for client applications and proficiency in Microsoft Office Suite.
  • 7 to 10 years of experience in similar or related job functions.
  • Our client is an AA/EEO employer that actively pursues and hires a diverse workforce

Top Things:
  • Previous experience working with an IVR system,
  • Agile methodology centric – user story, testing, etc. experience, customer experience focused with analytics expertise to tell measure our success or opportunities

Additional Details:
  • Local candidates only.
  • The roles will not be required to be on-site, they can be remote. They will only be required on-site if requested.
  • Client laptop will be provided, mileage expenses can be submitted if required to travel

About The Company:
  • Our client, incorporated in 1905, is one of the largest combined natural gas and electric energy companies in the United States. Their primary business is the transmission and delivery of energy such as natural gas and electric service to approximately 16 million people throughout a 70,000-square-mile service area. They serve residential, commercial, industrial, and agricultural customers, as well as natural gas-fired electric generation facilities.
  • What’s it like on this company’s team? There’s a strong sense of family here — an open and welcoming environment that’s filled with smiling faces and plenty of opportunities. When you join this company, you’ll become part of a stable company with deep roots in the communities we serve. And you’ll Client an unwavering commitment to the work we do.




Sacramento, CA
95833 USA



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