Business Support Analyst

RWS Group • Oklahoma City, OK

19h • Onsite

About The Position

Propylon has an exciting opportunity for an experienced Business Support Analyst to join our innovative, software solutions business dedicated to driving digital transformation in the legal landscape. The successful candidate will work within our Government Solutions Department, which is responsible for supporting software solutions built on Propylon’s core products for Propylon’s customers worldwide. The role is a client-facing role and will involve working directly with Propylon’s clients. The Business Support Analyst role at Propylon is suitable for someone with several years of experience, having previously worked on a helpdesk as a Support Analyst, where the position involved systems support and analysis, preferably in a client-facing role. This is a full-time, permanent role based in Oklahoma City. The role will be office-based. This is a client-facing role and may involve out-of-state travel to client sites.

Requirements

• 4+ years’ experience in a Support Analyst or Business Support Analyst role
• Computer Science, IT or Business Administration degree, or equivalent experience
• Strong application support and business analysis skills is a must
• Experience in writing Business Requirements and/or Functional Specification documents
• Experience with the principles of SDLC
• Ability to understand and document complex document-centric workflows and to conceptualise them in IT terms
• Ability to self-start and work in a pressured environment with deadlines
• Good technical knowledge and skills
• Experience with software testing
• Excellent written and verbal communication skills
• Proven decision-making capabilities
• Be personally well organised, presentable, and manage one’s own time effectively

Nice To Haves

• Client-facing experience
• Certified BA qualification
• Experience with Office-style applications, e.g. ability to create macros, spreadsheet formulae, etc.
• Experience with Visio
• Experience with database reporting tools
• Experience of working with JIRA
• Experience of working in an agile team

Responsibilities

• Providing appropriate problem resolution or routing inquiries as needed to ensure user satisfaction
• Leading the efficient, effective, and reliable support management of software applications
• Working with the client and internal project team members to identify and resolve technical issues
• Building an excellent relationship with all stakeholders and one's own peers
• Being the point of contact to ensure blockers and issues are identified and resolved
• Writing clear manual test scripts and following a plan to execute assigned test cases
• Creating clear defect tickets for the technical team to work on
• Creating an understanding and expertise of the client businesses to stay up to date with customer needs
• Manage expectations through proactive and regular client communications with both formal and informal communication methods
• Participating in workshops with key stakeholders, including internal and external Senior Management, to gather business requirements that enable the creation of user stories and development tasks
• Documenting Functional Specifications and working closely with the Technical Lead and Senior Business Analysts to support the solution design and ensure the successful implementation of customer requirements
• Preparing, documenting and implementing activities for the deployment phase of each assigned project, including client training/demo sessions, user guide documentation and internal knowledge share
• Actively participating in presentations and demonstrations to both existing and potential clients
• Identifying and recommending best practices to be used within the team of Business Analysts by bringing experience and learned lessons into the team

Benefits

• The company celebrates difference, is inclusive and believes that diversity makes us strong.
• The company wants every employee to grow as an individual and excel in their career.
• The company values: Partner, Pioneer, Progress, Deliver.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree