Highlights
Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more). Year(s) of Related Experience : 3-5 years of experience in business analysis, digital product management, or industrial engineering or information technology related fields.
Numbers & Facts
| Location | Chigago, IL |
| Industry | Staffing/Employment Agencies |
| Salary | $40–$42 Per Hour |
| Company Size | 100 to 499 employees |
| Year Founded | 1990 |
| Website | http://www.sunrisesys.com/ |
Description
Job Title: Analyst - Innovation and Solutions III
Job ID: 26-04825
Location: Chicago, IL
Duration: 06 months' contract
Description:
This role will drive to improve the customer and employee experience through improved digital product development and strategy in the Customer Contact Centers. This role will work with cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for digital product experience, business processes, developing forward-thinking functionality that promote efficiency and productivity.
Essential Job Accountabilities:
Job ID: 26-04825
Location: Chicago, IL
Duration: 06 months' contract
Description:
This role will drive to improve the customer and employee experience through improved digital product development and strategy in the Customer Contact Centers. This role will work with cross-functional, motivated teams on highly visible and valuable projects. Serve as thought leader for digital product experience, business processes, developing forward-thinking functionality that promote efficiency and productivity.
Essential Job Accountabilities:
- Function as a product owner for Customer Contact Center digital products and applications. Develop and maintain documentation for digital products including user stories and requirements, business policies and procedures, and project management. Understand the current product experience, processes and define future state capabilities 30%.
- Execute key aspects of projects and programs by supporting the entire product lifecycle, including writing user stories, detailed business requirements; participating in agile scrum rituals including Story Grooming, Sprint Planning, and Daily Standups; analysing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; contributing to the overall definition of strategy and scope, including working with business stakeholders to understand the goals; and identifying and sharing opportunities for improvement across product and process. Manage and priorities backlogs and make strategic decisions regarding digital development 30%.
- Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more). Identifies opportunities for improvement across product, process, and team 20%.
- Manage projects, develop project plans and monitor performance. Communicate effectively with stakeholders and partners throughout the project. Proactively identify and manage interdependencies and risks 10%.
- Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption 5%.
- Leverage customer and employee insights to make data-driven, customer-centric decisions 5%.
Education and/or Background: Bachelor's degree
- Field of Study: BS Industrial Engineer or Information Technology
- Year(s) of Related Experience: 3-5 years of experience in business analysis, digital product management, or industrial engineering or information technology related fields
Qualifications / Certifications / Licenses:
- Experience creating and writing user stories and detailed business requirements
- Excellent written and verbal communication skills
- Strong working knowledge of customer and employee service flows
- Strong project management and problem resolution skills
- Ability to adapt to changing business environment and priorities
- Ability to grow as a subject matter expert
- Competency in Microsoft applications including Word, Excel, PowerPoint and Outlook, Microsoft teams
- A track record of following through on commitments.
- Strong organizational and time management skills.
- 3-5 years' relevant work experience preferred
- 1-2 Agile/Scrum experience
- Process mapping experience, and/or swim lane exercise experience preferred
- Knowledge of other internal business groups preferred
Compensation:
The hourly rate for this position is between $40.00-42.00 per hour.
Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].
Benefits:
Sunrise offers ACA compliant medical coverage/dental insurance/vision insurance to all employees. We also offer Sick time benefits as required per State regulations.
Contact:
Jaya Balaji: jayabalaji.s@sunrisesys.com | (732) 515-5373 | URL: www.sunrisesys.com
About Company
Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry. More than two and a half decades later, we pride ourselves on being at the forefront of the staffing industry. Combining our deep industry expertise, insights, and global resources, we have partnered with our clients to connect them with top professionals across several different industries.
We provide cost-effective Managed Staffing Solutions, Information Technology and Information Technology Consulting Services to several Fortune 500 companies and U.S. Government agencies. We provide our clients with flexible engagement models and customized products that are budget and time specific. Understanding the challenges that every business faces, we offer our services either on-site at the clients' site or from one of our globally distributed technology centers. Our onshore and offshore development capabilities ensure that we excel at meeting customer requirements every single time.
Our collective business experience spans over two and a half decades and ranges from:
- Business, management, and technical fields
- Information technology consulting and software solutions.
- Providing strategic support for the development and long-term growth of new business ventures across several industries including but not limited to; accounting, banking, finance, and recruitment.
- Motivating technology staff and establishing partnerships with Fortune 500 companies
Sunrise Systems has a vast range of competence in:
- Design, development, and support of cloud-based solutions from simple to highly complexed
- Database administration of multi-platform applications, complex databases, and web-based environments that include all aspects of installation, planning, maintenance, and monitoring.
- Data processing and data migration
- Application re-engineering and platform migration
- Working with the Information Systems and end-user communities at all levels to resolve issues and establish consensus.