Vodafone Idea - AGM - Business Analyst Lead - Customer Service & Products

Role Business Analyst Lead - Customer Service and Products

Function / Department

Corporate IT-Technology

Location - Pune

Job Purpose :

- The Business Analyst Lead (Customer Service & Products) is accountable for driving the automation requirements primarily in areas of Customer Service & Products. He/she acts as bridge between business and the Technology-IT groups and is accountable for converting the business requirements into detailed technically feasible system requirements for large programs. He/she is responsible for collaborating across vendors, business & internal IT teams to perform the requirement elicitation and close the feasibility checks and impact assessments across the system landscape.

- He/she is also responsible for resolving issues across the internal and external teams if any for demand implementation. As a part of the role, he/she is required to ensure that only Minimal Viable Product (MVP) is taken ahead for all critical programs. He/She is the person who decided on the methodology to be adopted for implementation i.e Agile, One Box (VIL created delivery model). He/she stiches the e2e requirement from various business functions and also proposes a high system level solution approach around the agreed requirements to solution team.

- The role also involves leading and supervising a team of business analysts in area of Customer Service & Products, ensuring right feasibility and impact assessment across the functional and technology landscape for meeting the business requirements and subsequently formalizing them for taking the implementation ahead. He/she is required to ensure reviews of the deliverables managed by the team

Key Result Areas/Accountabilities :

- Requirement Analysis & Elicitation

- Identify the right methodology for project execution and execute the projects across multiple methodologies, i.e. Agile, One-Box

- Ensure implementation of Minimal Viable Product (MVP) with all the stakeholders for all demands with large and complex requirements

- For large transformation program, conduct requirement elicitation and identify surround process impacts with business, IT & vendor teams primarily in the area of Customer Service and Products.

- Supervise team to close on requirement analysis of all BAU demands in the area of Customer Service and Products and ensure high level of quality deliverable

- Self and direct report should be able to handle more than 200+ demands in a year

- Contribute to finalization of- right to-be processes in conjunction with business stakeholders

- Work with business to identify, formalize and subsequently translate functional, non-functional, technical, integration & security requirements into requirement specifications. Ensure capture of Non-functional requirements covering- growth volumetric for building a right sized solution

- Feasibility and impact Analysis,, identification of high level approach & transition of signed off requirements to E2E Solution Design Teams

- For large transformation programs, conduct impact assessment on underlying systems and processes along with all stakeholders i.e. business, IT & vendor teams primarily in the area of Customer Service and Products.

- Mapping the business requirements with systems and ensuring detailed feasibility of business automation needs with cross partner teams and SMEs

- Ensure end to end feasibility check and impact assessment of business requirement across the partner and technology landscape and propose a remediation to ensure BAU in alignment with Solution design team

- Identification of high level solution approach and recommend it to solution design team

- Ensure prioritization of business requirements in co-ordination with Business stakeholders and Demand management teams

- Transition of signed off requirements to E2E Solution Design Teams

- Basis methodology types, involve solution design teams and application SME's for quick closure of requirements and high level approach

- Ensure signed off requirements are transitioned to E2E Solution Design & Application teams for identifying and implementing best fit solution

- Work with Engagement Managers & E2E Solution Design team to propose proactive solutions to Business

- Tracking vendor KPIs and its reporting to management

- Ensure on-boarding the right set of vendor resources for requirement capture, concluding the impact and feasibility studies, and identification of high level solution approach

- Ensure stringent tracking and right reporting of agreed KPIs by vendor teams in the area of Customer Service and Products, and its subsequent reporting to - Lead Business Analysts Group and Demand Governance/Budgeting-

- Ensure that there are no delays from vendor end. In case of delays, escalate to - Lead Business Analysts Group and Demand Governance/Budgeting- to ensure time lines adherence of program delivery

- Managing Business Analyst team members

- Manage a team of business analysts in the area of Customer Service and Products

- Ensure team delivers feasibility studies- & closes functional specs with Business sign offs in agreed TAT's for demands in the area of Customer Service and Products

- Constantly upgrade the competency levels of Business Analysts team - both internal and vendor, in the area of Customer Service and Products. Induct them into business processes, constantly monitor & enhance their performance

Core Competencies, Knowledge, Experience

- Good knowledge of telecom domain - e2e business processes, OSS/BSS framework etc. especially in the area of Customer Service and Products

- Prior experience of working with large IT setups preferably in Telecom covering multiple projects and transformation programs in multi-vendor scenario

- Exceptional written and verbal communication skills and ability to present in wider forums for the purpose of requirement elaboration, approach discussions and expectation management

Must have technical / professional qualifications

- Relevant understanding of Telecom - IT Domain at a functional role

- Prior experience of doing Requirements Gathering, Feasibility Analysis & Functional/Application Design in Telecom domain using various methodologies. Ability to handle and resolve complex, ambiguous situations and identify right approach for resolution

Years of Experience:

- 11-15 Years of Experience in Domain (Telecom/IT/OEM ) with 5-7 experience in relevant role of Business Analyst

- Industry Certification - CBAP preferred

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