Business Systems Analyst

3 weeks ago


Pleasanton, United States TekWissenLLC Full time

**About the Team**
- The Support Applications & Technology (SAT) team is responsible for supporting, maintaining, and innovating the systems and tools used by both client's customer support and its customers.
- We are a diverse group of product operations specialists with varied experiences and backgrounds.
- Our team is committed to client’s core values, which prioritize employee well-being, equal opportunities, collaboration, supportiveness, and fun

**About the Role**
- As a Business Analyst, you will work within a global team, spanning various time zones and ensure excellent customer service.
- We need a self-starter who can learn quickly, drive deliverables, and take pride in ensuring that the customer and analyst experience is kept at the forefront at all times.

**Key Areas of Responsibilities**:

- Reimagine how customer support can improve customer experience and identify opportunities for technology improvements that lead to best in class customer service
- Plan, prioritize and lead the delivery of systems on the Support roadmap to meet Support strategy and business needs
- Assume role of product owner in scrum team(s) ensuring business requirements documentation, user story readiness, backlog grooming, user acceptance testing and release planning
- Work and collaborate cross functionally with business technology, environments, services and product teams to prioritize requirements and define the delivery roadmap
- Troubleshoot and triage reported system issues and work with the business and business technology to find viable solutions and facilitate resolution of issues

**Basic Qualifications**
- 3+ years Business Analyst experience, preferably supporting enterprise-sized organizations.
- 1+ year experience with agile development processes.
- Ability to be flexible, multi-task and get things done in a fast-paced and constantly changing environment
- Previous experience providing technical/customer support

**Other Qualifications**
- Bachelor's degree, or equivalent, and relevant working experience.
- Familiarity with Coveo and Adobe Experience Manager (AEM) is a plus
- Salesforce certification is a plus
- Proficiency with JIRA and Confluence a huge plus

**TekWissen® Group is an equal opportunity employer supporting workforce diversity.**

**Job Types**: Full-time, Contract

Pay: $50.00 - $60.00 per hour

**Experience**:

- AEM (Adobe Experience Manager): 1 year (preferred)
- Coveo: 1 year (preferred)

License/Certification:

- Salesforce Certification (preferred)

Work Location: In person



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