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Technical Business Sr Analyst

extra holidays - extra parental leave

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Costa Rica

Offer summary

Qualifications:

4+ years of experience as a Business Analyst, Experience in analyzing chatbot performance metrics, Technical knowledge of messaging chatbots is a plus, Knowledge in Confluence tool is a must..

Key responsabilities:

Execute development and improvement strategies across consumer chat platforms
Plan and prioritize the work of the development team

TransUnion XLarge http://www.transunion.com

10001 Employees

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Job description

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What We'll Bring:

We are looking for a highly skilled individual to join our team as a Technical Business Sr Analyst. In this role, you will be responsible for executing development and improvement strategies across consumer chat platforms, chatbot development, training and improvement.

Your primary focus will be to ensure that service channels meet consumer needs and fulfill company objectives.

You will plan and prioritize the work of the development team, collaborate with business and consumer service teams, schedule, and lead meetings with third parties, and monitor channel performance.

Additionally, you will coordinate and establish training plans on consumer service tools and platforms for stakeholders within the company.

What You'll Bring:

As the Technical Business Sr Analyst, you’ll have significant impact on our organization by:

• Collaborate with the different teams to identify and resolve technical production issues.
• Remove and address impediments/barriers for project implementation.
• Execute the scope of work for projects.
• Manage stakeholder communication (new releases, training adjustments, etc.)
• Analyze and propose improvements for messaging channels to better meet customer needs and enhance overall experience.
• Leading implementation of strategies to improve channel performance and measure consumer satisfaction.
• Enhancing the efficiency and effectiveness of the development team by planning and prioritizing their work.
• Developing relationships with third parties, business areas, technical areas, and stakeholders to ensure the success of consumer service channels.
• Ensuring that changes and improvements are implemented efficiently and timely.
• Establishing and coordinating training plans on consumer service tools and platforms for different stakeholders within the company.
Your efforts will help us provide top-notch services to our customers, increase customer loyalty and contribute to our overall success as an organization.

Impact You'll Make:

At least 4+ years of experience as Business Analyst
Experience in analyzing chatbot performance metrics and experience designing business processes involving chatbots in customer service channels.
Experience in managing implementation projects for customer service teams.
Technical knowledge of messaging chatbots and related technologies is a plus.
Knowledge in Confluence tool is a must.
Smartsheet and Project Management tools are desirable.
Proven ability to collaborate and communicate effectively with other teams, including business, consumer service, and software development.
Ability to make informed decisions based on data and consumer feedback.
Ability to monitor performance and consumer satisfaction and take action to improve it.
Experience and proficiency in Jira and Agile methodologies, including Scrum or Kanban is highly desirable and a plus.
Experience in chat/messaging platforms is desirable and a plus.
Previous Call Center and back-office knowledge/experience is preferred.
Bilingual English - Spanish