IT Technical Analyst - Service

Company: School Specialty, Inc.
Location: Appleton
Posted on: August 31, 2020

Job Description:

School Specialty is looking for experienced Business Analyst (BA) with strong technical skills to support the applications associated with customer service including but not limited to:--Phone System and IVR administration, case management and community self-service. The analyst will also work in other areas outside of customer service to support enterprise applications with the analyst team.--The Technical Business Analyst II position is part of a larger Delivery Team and will be a driver of business process improvement and technology implementations that are aligned to IT program initiatives and corporate strategy.Summary of Essential Job FunctionsWork as part of a Delivery team, building trust and alignment with the service business team to achieve organizational, internal and external customer goals.Work closely with the Customer Care, Sales, Merchandizing, Data Management, Marketing and eCommerce teams with regards to building better interactions, experiences and efficiencies.Establish understanding of School Specialty's implementation and process flows with Salesforce, ERP, phone system and case management tools including related dependencies with dependent integrated transactional systems.Mentor junior staff on process improvement, project and program management methodologies, delivery techniques, and recognizing improvement opportunities.--When needed play multiple roles on delivery team for a project such as Scrum Master or QA.Facilitate requirements elicitation sessions and walkthroughs with business stakeholders and Program Management teams.Monitor ticket queue following the 'intake' process with regards to KPI standards, priority, escalation, triage and resolution.--Work directly with software vendor support teams to prioritize and resolve software related issues.--Support the weekly "on call" standard process and affective monitoring.--Be available support and follow the standard process/escalation process with impacted applications.Lead complex development and support issues, know when to engage the right team members or leaders.Work closely with team members during the development process to continually test changes to ensure necessary requirements are being met.Document technical and business processes for support team members.--Always being mindful of opportunities to improve processes.Work closely with the enterprise architect, developer, Program Management team to ensure alignment of plans with what is being delivered.Become a thought leader in current business processes and software to be a valued team member and provide insight on possible improvements.Minimum ExperienceBachelor's degree / equivalent work experience5 years of progressive analyst and support experience in a varied background of enterprise systems such as ERP, CRM, IVR, Phone System, e-commerce, or custom software.5 years' experience working in a delivery team environment that includes support/maintenance, enhancement and/or project activities.--2 years' process improvement program experience (Lean, Six Sigma)DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.School Specialty, Inc. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.EEO/AA including Vets and DisabledIf you need a reasonable accommodation for any part of the employment process, please contact us by email at--Opportunities@SchoolSpecialty.com--and let us know the nature of your request and your contact information

Keywords: School Specialty, Inc., Appleton , IT Technical Analyst - Service, IT / Software / Systems , Appleton, Wisconsin