Business/Systems Analyst

Summary:
The main function of a Business Systems Analyst is to perform the analysis, design, implementation, modification, and daily functional support of all applications, with a strong emphasis on customer support, UAT testing, and system documentation.

Responsibilities:
Provide exceptional customer support by addressing and resolving customer inquiries and issues in a timely and professional manner.
Serve as a liaison between the business community and the IT organization to provide technical solutions to meet user needs.
Develop and maintain a comprehensive knowledge management system to ensure that all customer support information is up-to-date and easily accessible.
Lead and coordinate User Acceptance Testing (UAT) processes, including scenario and test case generation, end-user testing logistics, testing execution, and business sign-off.
Collaborate with internal teams to gather and prioritize feedback from customers and stakeholders, ensuring continuous improvement of support processes and tools.
Create and update documentation, including FAQs, user guides, and training materials, to enhance customer support experience.
Analyze customer support data to identify trends and areas for improvement and implement solutions to enhance customer satisfaction.

Requirements:
Bachelor's degree in a relevant field such as computer science or a related field.
Proven experience in customer support or a related field, with a strong focus on knowledge management.
Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal teams.
Strong analytical and problem-solving skills, with the ability to identify and address customer issues efficiently.
Experience with knowledge management systems and tools, including the ability to create and maintain comprehensive documentation.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Familiarity with User Acceptance Testing (UAT) processes and best practices.
A proactive and customer-focused mindset, with a commitment to delivering exceptional service.

Preferred Qualifications:
Experience working and understanding HR operations.
Experience working with customer service tools, e.g., Dynamics 365 CRM, Power Platform.

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