Pearson Senior Business Analyst (Contact Center) in Charlotte, North Carolina
As part of the Enrollment Solutions & Effectiveness team, the Senior Business Analyst will analyze and design business processes in collaboration with enterprise stakeholders and subject matter experts. We are looking for someone with good analytical capabilities as well as excellent communication and interpersonal skills who can hit the ground running in this role to systematically identify business and customer improvement opportunities across the Enrollment & Customer Engagement (ECE) team with Pearson Virtual Schools (PVS) division of Pearson.
This role is primarily a project-based role focused on business process/efficiency improvements as it pertains to processes across ECE. The analyst will elicit, document, and analyze and implement data-driven processes aimed at resolving business and operational challenges. Additionally, the business analyst will ensure alignment of their projects and requirements to business strategy and business architecture. To that end, this role will act like an interpreter, and they are the go-to person when it comes to communications between IT and business stakeholders to ensure all involved work together to attain the best results.
The overall goal of the role will be to focus on analyzing enrollment process performance and digitalization to increase efficiency and reduce friction across the enrollment experience to improve customer engagement and growth.
Core Responsibilities & Duties
Understand and articulate the business process, problem definition and opportunity by documenting business requirements, use cases, and functional and non-functional requirements to senior leadership.
Partner with our Lean, Product Solutions, & Product Management teams to understand current and future process and system needs that directly impact the enrollment experience and process across enrollment and customer engagement capabilities, delivery of value, products, and services, etc.
Collaborate with Product Solutions & Product Management Teams to identify process improvement through automation and redesign of existing systems or implementation of new tools or functional capabilities.
Drive continues improvements across Enrollment & Customer Engagement to focus on ways of working and knowledge share by leveraging available technology.
Collaborate with Enrollment & Customer Engagement teams to research and maps end-to-end views of legacy business processes
Utilize business process modelling to allow in-depth analysis and optimization of inefficiencies and bottlenecks in the family enrollment and customer support process.
Develops root cause analysis and business case for proposed technology, staff and structure changes, including cost estimates
Analyzes business processes and identifies and validates opportunities for streamlining
Apply analytically driven frameworks and insights to re-imagine workflows
Additional Responsibilities & Duties
Building out processes and procedures to more efficiently support configuration activities across our growing client base.
Elicit requirements and develop specifications and user stories for maintenance items, enhancements, to be reviewed with Product Solutions & Product Management teams
Understands value of their project/initiative and focuses on business needs and solution delivery.
Provide advice and alternatives to your business partners for proposed process and system changes
Coordinate application testing to ensure system changes are ready for production use
Actively mitigate and resolve critical issues that occur during piloting and implementation phases
May serve as a lead worker, assigning and monitoring the work of others; and provides training, guidance and/or orientation to staff, as assigned.
Serve as a liaison to the following:
Business Sponsors and Stakeholders - maintain a close working relationship to elicit business requirements and discuss scoping decisions
Enterprise Architecture & Security - collaborate early on during business requirements to review business capabilities identification as well as taking into consideration the necessary internal security processes and procedures
Product & Information Technology Teams - collaborate with all facets of Product and Information Technology teams to maintain consistent alignment with technology initiatives, strategy and compliance.
Credentials & Experience
Bachelor's Degree: Business Administration, Information Technology, Human Factors, Industrial/Organizational Psychology, Or
3 to 5 years in a Business Process Analyst role focused on Business Process Reengineering (BPR), where the majority of the focus was on working with business and technology teams, And
Business Analysis and/or Agile certifications are highly desirable, for example: Scaled Agilist (SA), SAFe Advanced Scrum Master (SASM), PMI Agile Certified Practitioner (PMI-ACP).
In-depth understanding of Business Process Modeling
Experience in business process management, lean, six sigma, preferred
Have experience working on projects involving CRM & Communications Tech
Experience driving continuous improvement; challenge the status quo and proactively identify gaps and opportunities
Skills in creating service blueprints
Can leverage multiple business process modelling, techniques such as, Business Process Modelling Notation (BPMN), Data Flow Diagrams (DFDs), Role Activity Diagrams (RADs), Event-Driven Process Chain (EPC) etc.
Can perform root cause analysis (RCA) and Gap Analysis
Designing business process models and documenting current processes, creating BRDs and managing requirements.
Analyzes operational data and provides a process for identifying system/operational problems and solutions.
Experience in creating process mapping and specification documentation
Proficiency with process diagramming and project management tools (e.g., Visio, Lucid, etc.)
Experience using Smartsheet, Jira, Confluence, Preferred.
Strong Microsoft skills (i.e., Azure DevOps, Team Foundation Server, Microsoft Teams, Word, Excel, PowerPoint, MS Project, SharePoint)
Disciplined and structured self-starter not requiring significant supervision
Extremely nimble and ability to focus on several projects simultaneously.
Ability to engage in enterprise and value stream thinking
Excellent facilitation and activity coordination skills.
Ability to see the "big picture" without losing attention to detail.
Strong attention to detail and willingness to "roll up sleeves".
Present complex findings/read out to cross functional leadership/staff an understanding of key areas of Business Process Management or keenness to develop in this area
Ability and willingness to learn new technologies and methodologies.
Candidates should also have at least intermediate to plan, schedule, and manage project timelines and activities from project kick-off through training to ensure each project is delivered on time and meets customer requirements
Travel up to 10% may be required
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Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.
Organization: Virtual Learning
Req ID: 8048
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