Analyst - Customer Experience
About The Position
The Analyst is responsible for the analysis of moderately complex applications, websites, databases and systems for Customer Experience (CX) products, providing third-level technical support, testing and defect management. Leads team initiatives while simultaneously participating in multiple IT project efforts. Has a working knowledge of advanced concepts, practices, and procedures. Serves as a subject matter expert for certain areas of the application, for technologies and integrations, or business processes, with expectation to build cross-product expertise across CX applications.
Requirements
- Minimum high school diploma or equivalent (GED) required.
- Typically requires a university degree or equivalent experience and minimum 2-4 years of prior relevant experience.
- Technology skillset varies by team
Nice To Haves
- May require travel
Responsibilities
- Conducts analysis of business and system processes, system data, integration, and reporting.
- Performs strategic research and defines, tests, documents and manages requirements according to approved standards/procedures, including timely development-cycle documentation.
- Serves as subject matter expert to assist in requirement gathering sessions for CX applications.
- Provides defect management of applications, systems, databases, or websites.
- Predicts potential problems, provides recommendations, and documents solutions according to approved standards/procedures.
- Prepares, maintains and archives detailed system artifacts according to approved standards/procedures.
- Provides escalated (tier 3) support including on-call (after hours, weekends, holidays) for priority issues.
- Troubleshoots complex production issues.
- Evaluates and follows through on issues and problems until resolved or escalated, and promptly communicates blockers/escalations.
- Identifies process improvement efforts within teams.
- Identifies and communicates best practices across analysts, QA, development, and product partners.
- Conducts analysis for the evaluation and selection of new analysis solutions and tools.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
