Business Analyst / Mountain View, CA

gTech Consumers 1:1 Care team is responsible for the phone, chat and email support for products such as Play Digital Content and Hardware, Wallet and Drive. The 1:1 Platforms team ensures that software, telephony, configurations, process and data are delivered and fully functional for launches and operational excellence for our global contact center vendors. You will gather requirements from stakeholders within the organization and in partner teams, develop and/or test hypotheses with metrics and data, document and share your findings, and write Business Requirements Documents with quantified results from your business analysis. Following the team's decision to move forward, responsibilities may include designing and implementing configuration settings, testing software and telephony systems, conducting user acceptance testing, tracking operational implementation of projects, organizing data to improve project efficiency, and assisting the team in a range of projects in the above segments. In this highly cross-functional role you may also handle user and internal escalations, investigate and troubleshoot technical issues and support launches of new operational features.

• *You are a quick learner and constantly learning, analytically minded, detail oriented, and skilled at solving problems and explaining complex issues.

Responsibilities

• Identify business needs, calculate and analyze metrics, propose solutions and influence decision-making, track and manage solution deployment across organizations, and change management among stakeholders.
• Advocate for support agents experience and end customer experience, enabled by Googles telephony capabilities
• Collaborate with developers and global operations to define, document, test and implement new workflows; manage telephony setup and configuration to meet users needs.
• Implement, troubleshoot, and support telephony systems and other internal applications and analyze support data to identify trends and communicate actionable insights to product stakeholders and sales.
• Communicate effectively with engineering and other technical groups to enhance products and develop training materials and documentation.

Top 3 Daily Responsibilities

• Data analytics and requirements gathering for business justification
• Documentation and BRD/PRD writing
• Testing and user acceptance project tracking

Required Skills

• BA/BS degree in Information Technology, Computer Science, or Operations Management or 6 years of equivalent practical experience
• 2+ years of relevant experience in building technical solutions from business requirements and analysis through technical support
• Technical aptitude and forensic skills to identify, measure, and justify solutions

Nice to have

• PMP and/or Six Sigma Certification. Experience project managing large-scale and dynamic technical projects, with competing resources and priorities
• 2-8 years of CRM or equivalent system experience (administration, implementation, design, and/or development)
• Experience in technical support, QA, or workflow support and strong analytical, troubleshooting and problem-solving skills
• Internet technologies such as JavaScript, HTML, Flash, SQL databases and scripting languages such as PHP, Python.

Limited travel: Up to 15% to contact centers and Google locations, e.g. Irvine, CA Austin, TX and Chico, CA

Recruiter: Theresa Wilkerson, theresa.wilkerson@cdicorp.com