Application Analyst Sr.
About The Position
The Application Analyst, Sr for the Contact Center and My Account position within Gas Technology Services will have overall responsibility for helping to refine requirements and create functional and technical designs for custom applications to support the Customer Experience applications utilized by Southern Company Gas. This includes requirements and designs to build and support interfaces to Southern Company Gas customer information system applications. It is expected that this resource will be a subject matter expert with deep technical knowledge within the Contact Center and My Account area. Analysts will work closely with our Business System Analysts, Technology Planning Analysts (TPAs), Business partners and BOTS partners to understand business requirements and refine Functional and Technical designs. Additionally, Analysts provide key system knowledge required for production support and incident remediation as well as identifying the difference between an incident and a change request. This position reports to the Supervisor, Gas Ops and Construction Technology.
Requirements
- Bachelor’s degree in MIS, Computer Science or a related field
- A deep, comprehensive knowledge and understanding of the Software Development Life Cycle
- Ability to handle multiple assignments and conflicting priorities
- Ability to work with business partners and peers of varying levels of technical proficiency
- Interest in and passion for learning and working in a fast-paced environment
- Experience with all size projects, enhancement projects and production support
- Ability to identify root cause as well as mitigation required while working with other technical staff
- Deep experience creating and refining Functional Design Documents, Technical Design Documents and Requirements Traceability matrices
- Knowledge of business analyst processes, methodology and tools
- Subject matter expert within a technical specialty for Customer Technology (Contact Center as a Service (CCaaS, such as Five9, Genesys) or Customer Portal SaaS solutions (such as SEW, Vertex One, Averta, etc.) applications
- Experience integrating with customer information systems (e.g. Oracle Utilities)
- Experience with Agile delivery; Kanban; Scrum
- Excellent problem-solving and analytical skills
- Advanced understanding various technical principles, theories and concepts
- Broad understanding of a wide range of technical areas
- Ability to provide on-call support both solving issues independently as well as assisting other, less experienced on-call personnel
- Excellent communication skills; able to translate complex or technical ideas into non-technical language
- Strong ITIL Foundation
Responsibilities
- Work with Business Systems Analysts, TPAs, BOTS and business partners to refine the high-level requirements and changes being requested.
- Facilitate and drive the creation of Functional Design documents. Ensure initial requirements are reviewed and enhanced into a full functional requirement.
- Develop solutions that consider and leverage base product (when COTS system) rather than customization.
- Drive the creation of the Technical Design documents. Ensure all functional requirements are translated into the technical design to allow for seamless handover to the development team.
- Develop and implement Requirements Traceability to ensure all requirements are tested.
- Develop technology solutions to highly complex problems using deep technical expertise and creativity.
- Prioritize work and deliver on project commitments.
- Maintain and follow production support processes focused on identification and mitigation of root cause.
- Flex to meet customer demands, switching between prod support, incident management, and project work.
- Provide on-call support solving issues independently as well as assisting other personnel.
- Support and mentor less experienced analysts during project work as well as during on-call incidents.
- Ensure strategies are always in alignment with Technology Organization goals and strategies including following the Governance process and aligning with TPAs and BOTS.
Benefits
- Competitive base salary
- Annual incentive awards for eligible employees
- Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
- Additional compensation, such as an incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Senior
