Senior Business Analyst - Service Cloud - SME

About The Role

Role Location: Bangalore

Role Type: Permanent, Full time role

- As a Service Cloud SME/Senior Business Analyst you will be responsible to work with the Lead Business Analyst, Business stakeholders and Technology to rollout Client Service Platform across ANZ's Global network. You will be expected to

- Consult and collate business requirements; identify and document use cases and process flows

- Perform business analysis and provide stakeholders and senior business management with information key for recommendations for decision making in project direction and strategy.

- Produce Business Requirement Documents and related deliverables and obtain stakeholder sign off; be disciplined in managing changing requirements

- Lead and facilitate meetings with the appropriate subject matter experts to obtain specifics on requirements; resolve issues and mitigate risks

- Liaise with Operations, Technology and Front Office staff to ensure that required project artefacts are collated

- Liaise with Technology staff to ensure that requirements are understood and that functional and design proposals are fit for purpose

- Identify and communicate inter-project dependencies to stakeholders and other project team members

- Lead peer reviews and inspections of project documents

- Participate in the PMO education forums

- This role requires knowledge of the project delivery framework as well as an ability to help business to define detailed requirements that can be readily used by the technology team to develop and test proposed solutions.

About You :

To be successful in this role, you will ideally bring the following :

- Strong consulting background or previous BA experience in Financial Services preferably in Banks.

- Have excellent communication and presentation skills

- Practical experience in analysis, design and implementation on successfully implemented projects in the financial services industry

- Experience and high level of expertise in all aspects of project & programme life cycles; ability to operate in waterfall or agile approach

- Experience of compiling data and analysing results

- Solid experience in stakeholder management and ensuring credibility is maintained through solid delivery against commitments

- Team player, works collaboratively as part of a team and clearly represent consolidated findings

- 5+ years of global Customer Support experience, including multi-channel contact centre, case management, workflow, knowledge management, online self-service, communities, collaboration, reporting and analysis, IVR and CTI, in a Cloud solution environment, including experience of regional country rollouts

- Understand and document the cases routing procedures

- Good knowledge on Live Agent, Knowledge article, Communities, Chatbot etc.

- 3+ years of Client Servicing experience including Service Cloud and Community Cloud

- Strong understanding of Service Cloud capabilities, best practices and limitations and the ability to clearly communicate those to key stakeholders

- Understand the data/process to & from service cloud with back end systems

- Can design and solution end to end service cloud solution for global organization

- Knowledge on multiple channels cases can be created via emails, calls, customer facing portals etc.