MassMutual Technical Business Analyst in Springfield, Massachusetts
Bring and grow subject matter expert on core functionality, particularly ServiceNow module and Gensys Cloud or other similar platforms.
Formulate and define business and/or systems scope and objectives based on both user needs and an understanding of industry requirements.
Possess the ability to translate business concepts into functional reality and implement solutions.
Participate with a focus on MVP deployments while concurrently identifying system capabilities and mature backlogs required to support evolving business and operating models.
Collaborate with IT teams and vendors to design and implement new solutions, maximize operating efficiencies, and reduce costs.
Troubleshoot issues, and coordinate efforts of internal departments and vendors to ensure platform stability.
Partner with vendors as needed to build relationships.
Mentor MassMutual resources (business and IT) to build expertise on platform.
Advanced troubleshooting and problem-solving abilities.
Participate in testing to perform for Quality Assurance for technical stories, and to support our business partners in User Acceptance Testing.
The Ideal Candidate will:
Be customer-focused and highly proficient in Agile, Scrum, and Waterfall methodologies.
Be able to simplify the detailed project and process information to effectively communicate technical information verbally and in writing.
Have strong facilitation skills to lead discussions across multiple groups and liaison between stakeholders and technical teams.
Ability to quickly learn new systems, processes, and technologies.
Foster a team atmosphere and encourage team members to contribute to innovative solutions.
Have outstanding interpersonal, communication, and coordination skills and the ability to take command/charge of requirements sessions if they begin to digress or go off-topic.
Have a strong drive to complete commitments even when faced with ambiguity.
Be able to work on multiple tasks/projects at a time and move from one project to the next.
Ability to work independently with minimal supervision and within tight deadlines.
3+ Years of technical experience with Service Now, Genesys or other similar platforms supporting Call Center functions.
Strong understanding of event lifecycles and workflows.
5+ years of experience in a project team or squad, with demonstrated history of working with multiple vendors and complex integrations.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Must be able to obtain and maintain the required clearance for this role.
Bachelor's Degree or equivalent.
Experience with in-depth hands-on technical expertise. Apply technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives.
Relevant experience in Contact Center operations software features, including web, chat, email, social media, SMS/text, mobile and fax.
Experience with understanding and querying databases.
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
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