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Customer Advocacy Business Analyst in Columbus at Huntington

Date Posted: 1/24/2018

Job Snapshot

Job Description

This position is intended to serve as a career path option for highly skilled Business Analysts who do not have direct supervisory responsibility, but lead/participate in projects of a significant nature. Leads assigned projects and/or provides advanced specialized consultative support to other team members for assigned business process and/or system(s) that are typically more complex and of a larger impact to the company. Maintains in-depth knowledge of business processes and applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s). Analyzes existing processes and systems and identifies technical or procedural improvements. Recommends business practices to optimize use of business process/system(s). Develops operational procedures for products, services and systems. Designs processes to meet regulatory requirements. Develops and generates special and ad hoc reports. Provides technical support to business unit, customers, management and other users. Serves as liaison between software vendors and business process system users and other corporate areas.

General Job Responsibilities:

• Help enterprise teams work through business unit program/project prioritization issues as demand dictates; demonstrate personal excellence in balancing multiple programs/projects, and adjust quickly to changing priorities
• Coordinate completion of documents through the program/project lifecycle (Business Discovery Document, Scope Document, Requirements Document, etc..); review and provide constructive feedback on program/project documentation
• Support IT project lifecycle and program governance structure, in addition to Business Segment program/project priorities to assemble a highly collaborative work product
• Work with appropriate partners to present ideas and requests for funding (ICE) and IT (IGB) approval
• Ensure business segment buy-in and commitment to identified benefits (revenue growth, expense reduction) of given programs that should be layered into business plans
• Assist in the development of reference material and resource materials in support of work product
• Ensure all impacted business units and segments are engaged in program as appropriate
• Adapt communication style to the needs of the audience, and exhibit ability to communicate with all levels of the organization
• Leverage program/project requirements to assist in the development, documentation, and execution of test plans

Specific Job Description:

As a Senior Business Analyst for Customer Advocacy, this position will partner with several groups/teams across the organization to create scope, requirements, process workflows, and testing for all systems used within Customer Advocacy (e.g., MaritzCX, MAX, SCRA, Verint, and others). This person will become very knowledgeable on how each of the systems work and able to answer questions on the use of certain aspects of the system as well as test production changes, document and coordinate system enhancements, and develop reports and dashboards. While this role will not have direct reports, this person will be responsible for leading project teams and working directly with senior leadership in Customer Advocacy. To be successful the candidate for this position must be driven and well-organized, possess excellent leadership qualities, and a strong willingness to learn and collaborate with others.

Responsibilities include, but no limited to:

• Orchestrate technology and data related initiatives for Customer Advocacy (75%)

• Work closely with or assume the role of Business Lead on projects to ensure the goals and objectives are captured within the project scope
• Help coordinate and facilitate the project's scope, requirements, and testing sessions as necessary

i. Gather and document business requirements, document processes and procedures, develop testing scripts for system and data related initiatives

ii. Manage and participate in User Acceptance Testing

• Participate in the review and/or approval of key project deliverables and helps ensure they tie back to the project's scope and requirements

• Provide business and light technical support of survey management tool (25%)

• Review and monitor samples related to customer satisfaction studies
• Document as appropriate, on-going and ad hoc applications for the acquisition of sample
• Work with the vendor and/or internal technology teams in supporting the use and enhancement of tool
• Answer technical or operational questions regarding the MaritzCX platform and others
• Develop dashboards and reports within the MaritzCX platform as needed
• Document and design quarterly reports for Customer Experience Goal Setting and Action Planning

Basic Qualifications:

• Bachelor's Degree in Information Technology or similar discipline
• Minimum 5 years of experience in multiple technology areas which includes a minimum of 3 years of experience in writing business and functional requirements, system testing, and system support

Preferred Qualifications:

• Working knowledge of Microsoft Office-Excel, Visio, Word, and PowerPoint
• Strong leadership qualities
• Excellent troubleshooting, organizational, and analytical skills
• Willingness and aptitude for new technical concepts and skills
• Strong communication and collaboration skills
• Focus on customer service

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Tobacco-Free Hiring Practice: To demonstrate our commitment to health and wellness, Huntington will not hire any candidate who uses tobacco or any nicotine product including, but not limited to, cigarettes, cigars, pipes, smokeless tobacco, chewing tobacco, snuff or snus, nicotine gum, the nicotine patch or any other kind of nicotine replacement product (where permitted by applicable state law). Candidates applying for positions in those states will be notified of this practice during the recruitment process and, if offered a position, will be screened for cotinine (to check for use of tobacco and/or nicotine products and/or nicotine replacement therapy products) before they begin employment. If the position to which you're applying is covered by this practice, the job application will provide greater detail as to what constitutes tobacco use.

Huntington does not accept solicitation from Third Party Recruiters for any position.