IVR System Analyst (Charlotte, NC)

| Charlotte, NC
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Job Description:
Position Summary
The IVR System Analyst will perform an interdisciplinary role, acting as the primary interface between the business/client and cross-organizational technology teams. The System Analyst will analyze current processes and systems, assessing the business model and its integration with technology. The Analyst is responsible for working with stakeholders to understand their needs, analyze problems, and capture their requirements, and then working closely with the Development Team to refine the requirement into specifications that can be executed by the team
Required Skills
  • Responsibilities include but are not limited to: Leverage their experience and understanding of stakeholder needs to help create a solution, envisions the solution to solve a problem (manual or through software).Performs Cost/Benefit Analysis to align the technology to business strategy. Gathers & catalogs functional, non-functional, and technical requirements for stakeholder requests. Determines the impact of modifications and enhancements on the application. Acts as the product(s) subject matter expert to support scope and requirement decisions. Ensures changes to the application are compliant with bank standards and policies. Assists users and development team with application testing and troubleshooting, and may help configure test solutions to validate functional and system needs. Identifies, document and troubleshoot application related problems. Documents process, procedures and workflows associated with applications. Leads or participate in continuous improvement processes; Building expertise in creating, analyzing, and improving processes. Creates, maintains and presents training materials for end-users.
  • Required skills include but not limited to:
  • Call Center technology knowledge preferred;
  • Clear understanding and experience with Agile/Lean methodologies;
  • Working level knowledge of JIRA. Bachelor's degree in Computer Science,
  • 5-6 Years' experience with Speech IVR or other client/user facing systems (Online or Mobile as analyst, developer, designer or tester.
  • Highly proficient in: System Analysis, Gap Analysis, Traceability, Defect Triage.
  • Influential, yet diplomatic with good presentation skills and the ability to communicate effectively with non-technical users/management.
  • Detail-oriented with solid technical writing skills.
  • E ffective cross-organizational communication, building a bridge between business strategy/requirements and multiple development teams and service providers.
  • Creates and executes plans and revises as appropriate to meet the changing needs and requirements of the project

Shift:
1st shift (United States of America)
Hours Per Week:
40
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What are Bank of America Perks + Benefits

Culture
Volunteer in local community
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Friends outside of work
Eat lunch together
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Open office floor plan
Diversity
Documented equal pay policy
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Highly diverse management team
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Mean gender pay gap below 10%
Diversity Employee Resource Groups
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Flexible Spending Account (FSA)
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