Business Process Analyst

Job Summary

The Business Process Analyst is a highly skilled professional who identifies, analyzes, and improves an organization's business processes. They play a critical role in streamlining operations, boosting efficiency, and driving profitability. This role reports directly to the Sales Enablement Manager of B2C, this team will drive sales volume and revenue growth through finding efficiencies and adding new functionality across the sales cycle from initial customer acquisition to subscription lifetime management. Supported by an expansive cross-departmental team, all processes must consider the needs of stakeholders across Product, Offers, Billing, Engineering, IT, and Marketing to define dynamic experiences as part of an omni-channel sales pipeline both internally and with external sales partners.

The chosen candidate will be able to integrate processes across network serviceability, catalog management, audience segmentation, prospecting, order entry, payments, field management, provisioning, and data quality or augmentation. They will enable our sales teams by managing process optimizations and new features for the digital tools they use every day, helping to guide the technical analysts, developers, and platform administrators who will make it real. Understanding the different sales cycles across channels and customer types will be crucial for creating the right targeted experiences appropriate for each sales interaction.

Responsibilities

• Analyze existing business processes:  Understanding how workflows function, identifying bottlenecks, redundancies, and areas for improvement. Document and map existing processes – Techniques; Process mapping, data analysis, and stakeholder interviews 
• Knowing your business - Understands fundamentals of the business, products and service offerings. Delivers results that drive customer satisfaction. Understands products, services and systems.
• Implement process improvements: Based on analysis, propose solutions to optimize processes. This will involve workflow automation, technology integration, policy changes, restructuring workflows 
• Document and map existing processes: This is essential for understanding how things work and where potential bottlenecks or inefficiencies lie.
• Manage the implementation of process improvements: This includes working with stakeholders to get buy-in, developing training materials, and monitoring progress.
• Track and measure results of process improvements and other initiatives.
• Identify and recommend new technologies that can improve processes.
• Special projects as deemed necessary.

Qualifications

• Strong analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Demonstrates aptitude in learning new technology skills, tools, techniques and methodologies.
• Proficient in business process modeling tools and methodologies.
• Some experience with project management and stakeholder engagement.
• Have a strong understanding of business process management (BPM) methodologies and tools.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, as they need to work effectively with people from all levels of the organization.
• Bachelor's degree in business administration, management information systems, communications, or related field preferred
• Experience in the telecommunications industry
• Experience with Visio or other diagram/flowchart tools required.
• Experience with Salesforce.com and other CRM platforms required.
• Experience with Amdocs or Netcracker BSS/OSS platforms preferred.
• Some experience with e-commerce and/or omni-channel sales platforms desirable
• Some experience with Jira or other project management tools and writing epics and user stories desirable.
• Some experience with SQL desirable
• Proficiency in Microsoft Office/365 and SharePoint
• Ability to produce clear communications. 
• Ability to effectively multitask in a fast-paced environment.