G-TECH Services, Inc. CRM Requirements Analyst in Dearborn, Michigan

Job Description:

  • Responsible for partnering with business to drive alignment of contact center technology and integration with other applications (internal and external).

  • Responsible for the requirements, design, integration, testing, org.

  • change and operation of contact center products.

  • The scope of the role may vary based on the work-streams, some the role will be a Product Designer others will have a broader end to end responsibility and will be more Product Manager in nature.

  • The Product Designer/Manager will be responsible for understanding all aspects of business need, with focus on one or more functional work streams.

  • This will include managing deliverables, understanding of the various business processes and daily interaction and relationship management with business and IT team members.

  • Work with business to develop region/function business requirements and relate to global requirements

  • Collaborate with specialists to research business and tech trends appropriate to business and IT solution definition

  • Work with development team to ensure business requirements are communicated clearly and understood

  • Participate in the development and review of functional requirements documentation

  • Present and review business analysis and reengineering results of tasks

  • Drive and challenge business owners on their assumptions of how they will successfully execute their plans

  • Work with the business to ensure testing plans are robust and facilitate testing with internal and external interface teams

  • Participate in the planning, creation, and execution of business partner testing and acceptance testing

  • Perform analysis on production issues as appropriate

  • Interface with affected application teams to coordinate/conduct testing, when necessary

Requirements:

  • Ability to deliver project commitments

  • Must be team-oriented and have excellent oral and written communication skills

  • Strong analytic and problem solving skills

  • Good organizational and time-management skills

  • Experience in all phases of the development lifecycle

  • Applying agile practices to solution delivery

  • Requirements gathering, Use Case, and Test case development.

  • Global business acumen

  • System Integrator / COTS Implementation

Preferred Requriements:

  • Emerging technologies, cloud architectures, security and/or any other service-oriented architecture

  • Replacing legacy systems and driving business change with new technology

  • Experience with continuous improvement by investigating alternatives and technologies

  • Knowledge of our client's Customer Service Division, Marketing and Sales.

  • Knowledge of Global CRM, Contact Centers, MPS, and related technologies (e.g. Case Management, Knowledge Management, Chat, Telephony)

Education:

  • Bachelors Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, or another field with related work experience

Category Analyst

Function Information Technology

Req ID JN -012019-110487