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Business Analyst – Customer Service portal
hace 3 semanas
- Core Job Responsibilities
- Elicit requirements and convert them into well defined documentation, including Business Requirement, Functional Specifications, Use Cases, User Stories, and Workflow/Process Diagrams.
- Produce Software System Life Cycle documentation to support Healthcare Quality releases.
- Design and deliver reports, dashboards, and visualizations that provide stakeholders with actionable insights.
- Track and analyze key performance indicators (KPIs), offering regular updates on the performance of the eCommerce solution.
- Partner with other Business Analysts, Developers, UI/UX designers, Customer Service Agents, and Technical Support—to gather and define comprehensive requirements for new applications.
- Advocate for a customer-first approach across the organization, collaborating with Abbott brands to share best practices and enhance the Customer Service Agent experience.
- Minimum Education/Experience
- Bachelor degree in Computer Science, Business Administration or related field; or 5+ years of experience in the relevant field.
- 5+ years of experience as a Business Analyst for B2B and B2C eCommerce web shops
- 2+ years working with eCommerce platforms such as Magento, commercetools or similar
- 2+ years work in Agile environment (Scrum)
- Excellent communication skills, both written and verbal, to present data insights effectively to stakeholders
- Candidate must possess strong analytical and critical thinking skills, an ability to work independently, inquisitiveness about different aspects of Abbott's businesses, desire to help others, and interpersonal skills that allow the candidate to work collaboratively with both internal and external customers.
Preferred Experience
- Advanced degree in Computer Science, Business Administration or Data Analytics
- Experience with Abbott System Life Cycle documentation
- Experience with Magento Back Office or commercetools Merchant Cetner
- Problem-solving mindset with a passion for enhancing customer experiences through data-driven strategies
- Strong organizational skills and ability to manage multiple projects simultaneously
- Detail-oriented and curious, with a drive to uncover root causes and solutions
- Experience working in a global role is ideal
- Experience with Jira, Lucid, Visio, Figma, Miro
- SQL / JQL knowledge
- Familiarity with CRM tools like Salesforce or Zendesk
- Proficiency in data visualization tools like Tableau, Power BI, or Excel
