Business Analyst Contact center / Customer interaction

  • Competitive
  • Singapore
  • Permanent, Full time
  • Cognizant Technology Solutions APAC
  • 19 Feb 18 2018-02-19

Business Analyst Contact center / Customer interaction

Role Business Analyst Contact center / Customer interaction.

Location: Singapore

Business process analysis and design, knowledge of Contact Center operations and customer interaction management

· To understand business requirements and translate them to technology solutions in collaboration with stakeholders (business and operation users)
· To collaborate with stakeholders in arriving at and documenting Target Operating Model for the Bank based on new / existing technology capabilities in the area of customer interaction and communication management for service and sales
· Identify and define detailed functional specifications based on the business requirements document
· Analyse and document the "to-be" business and operation processes based on the agreed requirements and / or function points, perform impact assessment and estimation
· Monitor and manage risks /issues related to requirements and scope-creep
· Participate in transitioning the requirements to the designers, and ensure a clear and complete understanding of the requirements.
· Assist in translating business requirements into test scenarios.
· Facilitate / provide "Train-the-Trainer" on application enhancements
· Maintain up-to-date knowledge base related to application features and processes (subject matter expertise)
· Clarify test findings escalated by Test Manager and classify the findings accordingly (either as a defect or change request)
· Perform impact assessment and estimation for Project Change Request

Key Requirements
· Experience in business analysis and process definition, with at least 3 years working in financial institution.
· Domain expertise and good technology knowledge in the areas of Unified Communication, Contact Centre, Collections, Telesales and banking operations
· Excellent stakeholder management, written and verbal communication skills.
· Good understanding of and experience with various roles in project development life cycle.

Cognizant (NASDAQ-100: CTSH) is one of the world's leading professional services companies,
transforming clients' business, operating and technology models for the digital era. Our unique
industry-based, consultative approach helps clients envision, build and run more innovative and
efficient businesses. Headquartered in the U.S., Cognizant is ranked 205 on Fortune 500 2017 and
is consistently listed among the most admired companies in the world. Learn how Cognizant helps
clients lead with digital at or follow us on Twitter: Cognizant.

高知特 -Cognizant ( NASDAQ-100 : CTSH ),是全球 领先的信息技术专业服务公司,致力于帮助客户在数字时代打造新的商业模式、运营模式和技术模式。通过我们植根于不同行业、专业独到的咨询式服务,我们将帮助客户构想 (Envision) 和建造 (Build) 未来愿景,成就 (Run) 创新和高效的企业。高知特( Cognizant ) 总部位于美国, " 财富 "500 强企业中名列第 205 位,被 评为全球最受尊敬的公司之一