Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Job Title: Business AnalystDepartment & Team: Product Support Operations Reports to: Jonathan Wafford About Product Support OperationsGenesys Product Support Operations is about enabling our Product Support organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Product Support Operations team’s primary job is to enable the Product Support organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.Business Analyst SummaryAs a Business Analyst will work with the Product Support Operations team to provide insights gained from reviewing, analyzing, and evaluating business systems across the Genesys organization. To succeed in this role, you will be adept at analyzing the impacts of change, supporting communication between relevant stakeholders, and capturing requirements needed to initiate a change. Additionally, you'll have a proven ability to drive business results with data-based insights. In addition to working with your team, you will interact with a wide range of stakeholders and functional teams. What you will do:· Work with stakeholders throughout the organization to identify opportunities to drive business solutions.· Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats.· Conducts interviews to gather requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.· Identifies and establishes scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.· Works with stakeholders and project team to prioritize collected requirements.· Conduct and coordinate financial, product, market, operational and related research to support strategic and business planning within the various departments and programs of the client group· Research, reviews, and analyzes the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.· Translates conceptual customer requirements into functional requirements in a clear manner that is comprehensible to developers/project team.· Develops and conduct peer reviews of the business requirements to ensure that requirement specifications are correctly interpreted.· Communicates changes, enhancements, and modifications of business requirements — verbally or through written documentation — to project managers, sponsors, and other stakeholders so that issues and solutions are understood.· Understand and communicate the financial and operational impact of any changes.· Suggest changes to senior management using analytics to support your recommendations. Actively participate in the implementation of approved changes· Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.· Represent Product Support in corporate and cross-functional initiatives.What you will need to succeed in this role:· BA/BS in Business or related field or MBA· 5+ years of related operations and job experience· Familiarity with business intelligence tools (e.g., Tableau)· Ability to communicate complex data in a simple, actionable way.· Ability to influence stakeholders and work closely with them to determine acceptable solutions.· Analytical and problem-solving skills· Familiarity with data management tools· Ability to work in a team environment leveraging Agile methodologies.· Ability to quickly understand complex software and concepts.· A drive to learn and master new technologies and techniques.· Must be able to follow instructions, complete required tasks on time, and get along with others.· Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.· Ability to take initiative and be proactive.· Ability to work independently and be resourceful.· Communicates regularly with colleagues and management.· Ability to travel, including international locations.· Amenable to work on a shifting schedule.#LI-NR1#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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