Business System Analyst - Customer Service Solutions

Summary

The Business System Analyst - Customer Service Solutions will play a critical role in enhancing our customer service capabilities through the effective use of technology. This position involves working closely with both the customer service and Ops Tech department to develop and implement systems that meet the dynamic needs of our customers. The ideal candidate will have a strong background in system analysis, a deep understanding of customer service processes, and the ability to translate business requirements into technical solutions.

Essential Duties and Responsibilities

• Conduct thorough analyses of current customer service processes and systems, identifying areas for improvement and innovation.
• Gather and document existing tribal knowledge in order entry to understand and properly develop robust company specific solutions that effectively support customer expectations.
• Design and implement well thought out and sustainable systems that enhance customer satisfaction, streamline operations, and improve response times.
• Serve as a liaison between the customer service and Ops tech departments, ensuring clear communication and effective implementation of IT solutions.
• Develop and maintain detailed documentation for customer service systems, including requirements, system designs, and user manuals.
• Monitor the performance of implemented solutions, gathering feedback from users, and adjusting as necessary.
• Stay up to date with the latest technologies and trends in customer service and system analysis to recommend improvements and innovations.
• Facilitate training sessions for customer service staff on new systems and technologies.

Job Requirements

• Bachelor’s degree in information technology, Engineering, Business Administration, or a related field.
• 2-3 years minimum experience as a Business System Analyst, with a focus on customer service.
• Strong understanding of customer service processes and how they can be improved through technology.
• Experience with EDI system design and implementation preferred.
• Excellent analytical and problem-solving skills.
• Ability to communicate complex technical ideas to non-technical stakeholders.
• Proficiency in relevant software and applications, such as CRM systems and data analysis tools.
• Strong project management skills, with the ability to lead projects from conception to completion.

Equal Opportunity Employer – Disability and Veteran

Times Microwave Systems is an equal opportunity employer M/F/D/V.