Business Analyst Ii, Information & Knowledge Management

POSITION TITLE: Business Analyst II, Information & Knowledge Management

Business Analyst II works with business and IT stakeholders to identify and define needs and issues, document requirements, and solve problems using fact-based analysis. Business Analyst conducts research and inquiry, makes recommendations to improve the organization and its processes, drafts use cases, creates solution requirements documentation, and reporting.

This role will engage with development and product management teams to ensure that products in his/her portfolio are functioning optimally, and the Service Desk is well equipped to obtain user satisfaction. This position supports end users of software products and ensures efficient flow of problem tickets through problem management process within Service Desk. In all work s/he uses experience and judgment to independently solve problems, make informed decisions, and take ownership of outcomes.

Business Analysis

• Independently perform functional analysis for new projects, as well as document functional and system requirements and solution designs.
• Be able to operate across multiple projects simultaneously and perform a variety of tasks, from addressing production issues to soliciting functional requirements from business stakeholders.
• Facilitate meetings, manage, and guide conversations with differing opinions, and communicate clearly and effectively with a variety of audiences.

Problem Ownership

• Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems/incidents.
• Owns a specific problem from its originating incident until its resolution supporting end users both internal and internal users.
• Communicate and coordinate problems and activities between Product Development Technologies and users.
• Identifying opportunities for process and workflow improvement by evaluating existing and current processes/workflows.
• Ensure efficient flow of problem tickets through problem management process within Service Desk.

Problem Solving

• Identifies and may provide technical assistance to help in problem resolution.
• Assists in investigating, resolving, and escalating business problems.
• Gathers data to support recommendations to address problems.
• Develops recommendations for resolution of problems for review by other staff.

Knowledge, Information And Training

• Ensures all documentation is delivered according to specified guidelines.
• Creates, captures, manages, and shares information.
• Maintains accurate and up-to-date documentation.

Communications

• Works closely with Product Managers and Engineers to ensure technical delivery and user satisfaction.
• Works closely with project teams to develop communication materials such as presentations and release notes.

Requirements For Success

• Experience developing Support Materials, including Job Aids and Knowledge Base Articles
• Develop expertise in several vendor products, features, and associated workflows.
• Experience in operating across multiple projects simultaneously.
• Bachelor’s Degree in a technology-related field required.
• Experience with relational databases and writing SQL queries.
• Experience writing use cases, workflow diagrams, and test cases.
• Experience in setting up and improving processes and workflow improvements.
• Five or more years’ related experience

Skills/Abilities Required

• Strong understanding of user experience and performing complex business analysis tasks
• Skilled in business process improvement and relational databases
• Must have strong experience with writing user cases, workflow diagrams and test cases.
• Expertise using JIRA and Confluence
• Creating and presenting a case study
• High level understanding of the data, using UI data- does not need coding this is about 8% of the job.
• Effective time management skills, with the ability to juggle multiple competing priorities and respond to emergency situations effectively.
• Tech background, understand working knowledge of SQL.
• Ability to work well both independently and in a team, establishing and maintaining cooperation, understanding, trust and credibility.
• Reporting- must understand what is involved in retrieving data and how to remove duplicates in the database.
• Understanding reporting particularly Tableau.
• Demonstrated ability to communicate technical/complex information both verbally and in writing.
• Strong written and verbal communication skills

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