Associate, Infra N & T Admin - Business Analyst

About the role

Northern Trust's Unified Communications Team in Pune, India, supports the contact center and voice technology environment. This Associate, Infra N & T Admin - Business Analyst role provides business analytical support for voice services and the contact center, tracking multiple areas of concentration in a fast-paced setting. The position requires an analytically and technically adept professional to support requirements, implementation, and reporting efforts.

What you’ll do

• Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using business requirements templates, use cases, and impact
• Serve as liaison with project team and assist with project activities for requirements and implementation efforts
• Contribute to project discoveries and kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams
• Establish and maintain department dashboards and provide weekly, monthly, and quarterly metrics for voice and Contact Centers services
• Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints
• Maintain IT Service Management portfolio of processes, procedures, and training material for department
• Support Incident Management, Change Management and Operational Ticket processes and procedures leveraging ITIL framework best practices
• Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI's

What you’ll bring

• Bachelor's degree from an accredited institution in Computer Science, Business, or equivalent work experience
• 5-7 years of experience
• 1+ years of operational administration and support
• 3 years of professional business analysis experience with strong relationship management and support experience
• Experience with Microsoft Office, Teams, Visio, and SharePoint
• Knowledge of Agile tools like ADO and Confluence
• Knowledge of Agile and iterative development methodologies
• ITIL framework foundations experience

Nice to have

• Preferred Telecom and Contact Centers experience
• Strong analytical, problem solving and conflict resolution skills
• Energetic, motivated, service-oriented, ability to multitask
• Excellent listening, oral, and written communication skills
• Strong interpersonal and teamwork skills
• Flexible to new situations and challenges
• Experience in a global operations environment

Skills

Education

Bachelor’s degree from an accredited institution in Computer Science, Business, or equivalent work experience is required.