Sr. Customer Interaction Technologies Business Analyst

Sr. Customer Interaction Technologies Business Analyst

OUC - The Reliable One, an industry leader and the second largest municipal utility in Florida committed to serving the community and the environment, is presently seeking a Sr. Customer Interaction Technologies Business Analyst to join the Digital & Technology division.

We are looking for a knowledgable and efficient professional to provide first line resolution/analysis assistance as subject matter expert for responsibilities of system health, maintenance, and continuous improvements of corporate applications.

In this role, you will serve as an expert level resource for applications requiring structured system methodologies and information technology.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions. Click here to learn more about what we do.

The ideal candidate will have:

• Minimum of seven (7) years of functional support experience including but not limited to experience providing analysis and support of: business operations utilizing advanced business applications including Omnichannel, Web, IVR, Chatbot, Customer Interaction Technologies and Call Center Technologies (Skills base Routing, Workforce Management, Call Recording Systems).
• Experience with System and unit testing
• Bachelor’s degree Information Technology, Computer Science, Computer Engineering, Management Information Systems (MIS) from an accredited college or university, other disciplines considered. In lieu of a degree, equivalent combination of education, certifications and experience may be substitutable.
• Experience with Reporting and Data analysis

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes, to cite a few:

• Educational and Professional assistance programs; Paid Memberships in Professional Associations
• Paid vacation, holidays, and sick time
• Low-cost medical, dental, and vision benefits and paid life insurance premiums with no probationary period. Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid Conference and Training Opportunities
• Free downtown parking
• Access to workout facilities at each location
• Competitive compensation
• Hybrid work schedule

Click here to view our Benefits Summary.

Salary Range: $96,600.63 - $120,751.08 annually

Location: “The Greenest Building in Downtown”- Reliable Plaza 100 W. Anderson St. Orlando, FL 32801

Job Purpose:

Responsible for providing product expertise and product understanding for Omnichannel, Customer Interaction Technologies, Web, IVR, Chatbot, and Call Center Technologies. The Sr. Business Application Analyst serves as an expert level resource for applications requiring structured system methodologies and information technology. Provides first line resolution/analysis assistance as subject matter expert (SME) for responsibilities of system health, maintenance, and continuous improvements of corporate applications. Provides regular product support, maintenance, configuration changes and patch updates along with project enhancements that align with the corporate strategies of OUC. Works with business representatives to deliver completely implemented solutions to end user community by leveraging best practices of the core applications. Responsible for developing programmatic solutions, testing solutions for accuracy with defined test plan, coordinate the implementation and completion of recommended specifications for all new systems, system changes, and problem corrections. Works with internal IT and vendor representatives to deliver completely implemented solutions to end-user community by leveraging best practices of the core applications.

Primary Functions:

• Evaluate existing and new system functionality and determine any requirements not met by the specific system and develop action plan to correct deficiencies;
• Identify opportunities for business unit work flow and business process improvements and make recommendations for such to management as needed; work with business units to deliver completely implemented solutions to end user community by leveraging best practices of the core applications;
• Investigate and analyze how the system processed transactions to determine system functionality is configured correctly and providing accurate results;
• Serve as the key technical resource and point of contact for core business capability and product management to ensure synergies throughout all IT areas including IT Support, Business Integration, Tech Services (server, network, database, etc.), Major Project Delivery;
• Provide subject matter expertise in assigned core business unit function including but not limited to: defect resolution, process improvement, data mining/gathering/quality assessment, reporting, data visualization, etc.;
• Act as a project manager in a lead role to assign, direct, train and inspect work; coordinate project activity, develop plans, and manage deliverables;
• Evaluate business impact of errors and provide recommendations for solution through collaboration with business experts and developers;
• Define and document system scope, current logical view, general requirements and proposed logical view using structured design and analysis techniques;
• Work on complex to highly complex business scenarios to ensure system processes transactions accurately;
• Guide and participate with the Programmer Analysts in understanding business needs and assist translation for detailed program specifications;
• Consult with management in the area of assignment as the primary point of contact to coordinate and communicate status, functional requirements, project priorities, operational impacts;
• Provide complex application analysis for Information Technology and client base;
• Serve as a contact for end-users needing functional support and business process interpretation;
• Identify opportunities for improvement within the system, including making recommendations on how users can best utilize the product to accomplish their functional objectives; research and utilize new features of product (application);
• Interface with functional users to define and document functional requirements for application software and reporting needs;
• Develop and maintain relationships with key users in each area to stay current with how they use the various systems within OUC and offer support and leadership to each area using core applications;

Develop and maintain documentation regarding system functionality:

Document all issues and their resolution;

Review existing procedures and identify those that will change;

Recommend any new procedures that must be instituted as a result of the system;

• Participate on technology services and vendor application upgrades, patching, testing, as well as production implementations;
• Develop training material and conduct user training related to current and new systems;
• Design and execute test plans for integration and user acceptance tests; perform follow-up validation of corrected deliverables with the user community;
• Develop, research and evaluate feasibility of alternatives to meet project/solution objectives and recommends optimal alternative;
• Perform other duties as assigned.
• Develops documentation for new system functions and/or updates to existing system documentation;
• Collaborate with technical teams to identify solutions and lead design sessions with functional users and developers to define and document interface requirements;
• Contact software vendors to report, track, and resolve problems with their software products;
• Analyze, diagnose and troubleshoot system issues to identify root-cause and implement solutions to minimize or prevent occurrences;
• Follow triage, Software Development Life Cycle (SDLC), change management, and other IT processes in place to promote new/revised objects to all environments;
• Work on small, medium, and large scale projects as needed by OUC;
• Handle scheduled on-call rotation responsibilities; and required shift work when needed during hurricane season;
• Provide guidance, coaching and/or mentor junior employees as appropriate.
• Work independently and take initiative by developing recommendations for system and/or solution improvements.
• Work with the IT Support Center, Programmer Analysts, System Administrators and software vendors to support and resolve software problems;

Technical Requirements:

Working knowledge in one or more of these applications (but not limited to the following) utilized in area of assignment:

• Omnichannel

• Customer Interaction Technologies

• Web

• Chatbot

• Call Center Technologies (Skills Base Routing, Workforce Management, Call Recording Systems)

Working engagement in all, but not limited to the following:

• Related industry organizations such as International Institute of Business Analysts, Enterprise Architect Center Of Excellence, Project Management Institute;

• Related industry, organizational and departmental policies, practices, and procedures; legal guidelines, ordinances, and laws;

• Use of Project Management and Diagraming Software (i.e. Microsoft Project, Visio);

• Structured Query Language (SQL).

• Use productivity tools for analysis/data behavior/data mining;

• Developing structured test scenarios, test cases, and perform accurate testing with documented results;

• Data analysis;

• Release management, environment management and code deployments;

• Quality assurance methodologies;

Ability to manage projects and provide leadership and work guidance to team members;

• Manage costs for a project (work orders, invoices, actuals versus budget);

• Develop Return on Investment (ROI) and other project key performance indicators;

• Prepare accurate Commission Agenda items, Budgets (Capital or Expense);

• Advanced knowledge of Microsoft Office Suite (Excel, Outlook, PowerPoint, Word, etc.);

Ability to learn new enterprise applications and technologies and have full competency on assigned enterprise applications (i.e. Oracle Utilities (CC&B/MDM), Salesforce, OneView/Level One, SharePoint, Honeywell NetSense, Exceleron, Web, IVR, etc.);

Ability to make arithmetic computations using whole numbers, fractions and decimals and compute rates, ratio and percentages;

Ability to continue education on structured methodologies such as SDLC, Agile, and other best practices;

Familiarity with all, but not limited to the following:

• System performance metrics and benchmarking techniques;

• Software Version Control (SVN).

Ability to:

• Take on new system assignments;

• Learn and obtain structured and ad hoc training on vendor products/releases;

• Analyze and recommend integration to third party systems needing access to application data (real-time, or batch);

• Adapt to changing technology by acquiring new skills (i.e. by attending continuing educational courses/trainings);

• Create logical data models;

• Develop complex structured queries for accurate results;

• Develop structured test scenarios, test cases, and perform accurate testing with documented results;

• Use productivity tools for analysis, data behavior, and data mining;

• Work in a team environment on tasks and projects of varying complexity;

• Provide training and guidance on applications and related configurations to others;

• Take the lead on functional projects;

• Use Microsoft Office Suite (Word, Excel, Outlook, etc.) and standard office equipment (telephone, computer, copier, etc.);

• Manage time effectively and meet deadlines;

• Make presentation to both technical and non-technical audiences.

Education/ Certification/ Years of Experience Requirements:

• Bachelor’s degree Information Technology, Computer Science, Computer Engineering, Management Information Systems (MIS) from an accredited college or university, other disciplines considered. In lieu of a degree, equivalent combination of education, certifications and experience may be substitutable.

• Minimum of seven (7) years of functional support experience including but not limited to experience providing analysis and support of: business operations utilizing advanced business applications (Omnichannel, Customer interaction Technologies, Web, IVR, Chatbot, Chat, and Call Center Technologies including Skills Base Routing, Workforce Management, and Call Recording Systems).

Working Conditions:

This job is absent of disagreeable working conditions.

Physical Requirements:

This job requires sitting, reading, and detailed inspection/editing, typing, and writing. This job may require standing, walking, reaching overhead, bending/stooping, and lifting up to 10 pounds. This job may occasionally drive a company vehicle.

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled