Job Description

Company Description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

Job Description

Job Summary

The Senior Business Systems & Process Analyst partners with WWTS IT and business process owners to evaluate and prioritize business process changes and proposed IT activities, then integrate those changes into new and existing business operations.

As a liaison between users and IT developers, the Senior Business Systems & Process Analyst translates business problems into requirements for new business and application solutions.

Responsibilities

• Manage and prioritize Service Request incidents Provide support and expertise.
• Facilitate onboarding for new clients and implementation of additional services for existing clients, working with business teams, operational leadership, and IT.
• Coordinate the gathering and documentation of client-specific business requirements, operational workflows, system configurations, and service delivery expectations.
• Translate client onboarding and service delivery requirements into actionable tasks, development requests, and system enhancements.
• Identify opportunities to improve existing processes, tools and reporting
• Design and implement comprehensive solutions that combine business process and/or application refinements.
• Gather information from business process owners and leadership, then communicate the resulting business needs and requirements to IT staff.
• Communicate with clients and business users to assess technical needs
• Develop business requirements documents (BRDs), test plans, and project plans. Work with developers to define system requirements and lead user acceptance testing (UAT).
• Meeting with Developers to review requirements and project plans
• Write test plans, implementation schedules, and training documents
• Participate in and/or coordinate unit testing, end-user testing, training, and implementation.
• Provide support for business systems
• Track onboarding milestones, dependencies, outstanding requirements, and implementation issues to help ensure successful and timely service launches.
• Identify opportunities to standardize and improve client onboarding processes, reduce manual activities, and improve efficiency and consistency of service delivery.

Qualifications

Requirements

Education and Experience:

• May require a Bachelor’s degree; typically requires 4-7 years of relevant experience.
• Experience with business intelligence reporting tools such as PowerBI, Sisense, SQL querying.
• Experience with Web, Mobile application development and support.
• Experience in service ticketing systems development and support is important.

Certifications and/or Qualifications:

• Knowledge of relevant technical software

Skills:

• Strong written and oral communication skills
• Strong organizational skills
• Strong customer service skills
• Ability to manage large amounts of data and information

Additional Information

All your information will be kept confidential according to EEO guidelines.