Team Leader Job in 3000
Contact Centre Reporting Lead
This role is responsible for overseeing the delivery of the information required by the Contact Centre to better understand and manage their Division. Working as a crucial member of a project team (as required) responsible for enhancing existing reporting systems or developing new ones. This requires the development of close relationships with relevant business areas within the contact centre in order to facilitate, co-ordinate, gather and document the requirements and specifications of the reporting solutions that need to be implemented.
The successful candidate will be responsible for:
Business Analysis Requirement Gathering
• Analysing and delivering business process initiatives by either managing some components of large initiatives or all components of medium initiatives
• Document business requirements, detailed business rules, and functional specifications from key stakeholders.
• Obtain approval/sign-off of these documents from key stakeholders.
• Facilitate workshops and interviews with the business users to develop and analyse requirements, business rules and functional specifications.
• Producing Technical Specifications to communicate user requirements in technical terms to analyst programmers/project team as required.
• Negotiate and mediate between various business areas to agree on a common set of business rule definitions.
• Conduct walkthroughs and reviews of the requirements' functional specification documents.
• Participate in workshops and reviews of the business process design.
• Facilitate the prototyping of new reporting solutions.
Business strategy
• Assist in driving business strategy
• Contribute to business strategy development plan
• Develop a business roadmap in relation to reporting and Business Intelligence
Solution Definition
• Overseeing the development of functional specifications that design and document desired outcomes of the systems enhancements/development.
• Contribute towards the solution options discussion that will deliver the business requirements and recommendations (Decision Making).
• Monitor business benefits for the solutions.
Testing
• Coordinating User Acceptance Testing (UAT) to ensure the overall efficiency, functionality and user friendliness of the enhancement/development
• Test cases supporting the requirements.
• Perform testing prior to UAT.
• Maintain defect register for UAT.
• Liaise between the developer and user.
Customer Satisfaction
• Develop relationships with the business users.
• Improve business knowledge of IS capabilities.
• Represent Information Delivery Team
Skills and Experience:
Degree in Business, Conputer Science, Information Systems preferred
Great communicator with experience communicating at all levels
3 + years in a similar role or a BA role, preferably in a lead capacity
ITIL certification advantageous
Experience with Cognos, Star Schema and Datastage highly advantageous
Experience delivering Business Intelligence and Data warehouse projects
Expreince in writing high level requirement documentation, use cases, and SDLC.
Pro-active, lateral thinker and ambitious go getter!
Please contact David Ly on 0422 229 220 for a confidential discussion.