Business Analyst

Business Analyst,

Troy, Michigan

Phone+Skype

Job Description:

Skills & Job Responsibilities

The Sr. Business Analyst will work with our IVR Team for Flagstar's Customer Engagement Team and Performing Servicing Team, as well as other Lines of Business across the Bank.

Elicits requirements using interviews, data analysis, workshops, use cases, scenarios, business process analysis and task and workflow analysis.

- In depth analysis for purposes of mapping to Data Warehouse and source system Web Services.
- Validate development matches the business expectations
- Understand the upstream and downstream effects of the application functionality both from the business process perspective and technology.
- Facilitate UAT with the Business Units.

- Coordinate communication between different development disciplines, IVR, Contact Center, Java, Enterprise Data Warehouse and IT Operations.

- Collaborate with other IT Teams and Business Units with an interest in the application updates made by the Workstream.

Required Skills/Experience

5 years of IT Experience

3 - 5 years of IVR Experience

Requirements gathering and analysis

Ability to easily learn business process

Ability to write and execute test cases, as well as find test data for scenarios

Ability to bridge gap between IT and BU

IVR projects with significant customizations

IVR projects with significant integrations Combination of 3 years with

Webservice analysis and testing

Data mapping between applications

Analyze data by developing basic SQL/SOQL queries Desired

Project work using Cyara automated IVR testing tool

Project work with Contact Center

Experience with IVR reporting, such as eGain or CUIC

Experience with Cisco Contact Center and CTI Data Bonus

Industry knowledge in Banking

Industry knowledge in Loan Servicing

Experience with Fiserv DNA

Experience with MSP Responsibilities