Senior Systems Analyst - Genesys
Company
Place
Budapest
Type
Hybrid
contract
Full time
salary
SHARE
company
Place
Budapest
Type
Hybrid
Contract
Full time
salary
SHARE
At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
Responsibilities
Responsibilities
•Review and/or support the development of Contact Routing requirements/solutions for various contact experiences
•Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions
•Perform in-depth analysis to identify high-level business and functional requirements
•Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders
•Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner
•Drive discussions to investigate/ troubleshoot on issues for resolution
•Documenting changes and presenting updates to Senior Leadership team
•Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations
•Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions
•Work with developers to manage sprints and perform Release Management tasks
Ability to work closely and effectively manage multiple vendors, driving cost and project delivery related discussions.
Must possess strong supervisory and leadership skills.
•Ability to define and monitor KPIs on solutions to drive continuous improvement
•Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers
•Review and/or support the development of Contact Routing requirements/solutions for various contact experiences
•Interact with stakeholders to facilitate collaboration between the business, and technical teams to define and deliver solutions
•Perform in-depth analysis to identify high-level business and functional requirements
•Create and maintain requirements and functional documentation to support the development and QA processes while driving Contact Routing solutions with the stakeholders
•Become a subject matter expert on the various systems, functions, and global processes by Understanding the technology solutions and tools in place to be able to convey the existing or changing technology to the business in a non-technical manner
•Drive discussions to investigate/ troubleshoot on issues for resolution
•Documenting changes and presenting updates to Senior Leadership team
•Partnering with operations and Tech teams to identify, scope, and solution for immediate challenges as well as known considerations
•Being able to adapt/ be flexible to changing priorities and have the customer success as the focus to drive critical experiences/solutions
•Work with developers to manage sprints and perform Release Management tasks
Ability to work closely and effectively manage multiple vendors, driving cost and project delivery related discussions.
Must possess strong supervisory and leadership skills.
•Ability to define and monitor KPIs on solutions to drive continuous improvement
•Analyze trends in product solutions to identify customer problems and new opportunities; partner with core teams to understand key drivers
Requirements
Qualifications/ How will you get there?
•Bachelor’s degree in Management / IT
•5 years of industry experience in ecommerce/services industries
•5 years of prior experience as Business Systems Analyst or similar role
•Extensive experience in contact center operations, contact center technologies, and contact center strategies
•Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications
•Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences
•Comfortable with high pressure, high profile and fast-paced projects
•Exposure to Technical Project management and Prioritization process
•Strong written and verbal communication skills
•Expertise in Excel, SQL and other similar tools for data analysis
•Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
•Expertise in JIRA and Agile methodology
•Proven understanding of high-performing organizations with Release cycles
•Ability to work across organizational departments and develop positive relationships
•3 years (Required) ecommerce/services industries
•Bachelor’s degree in Management / IT
•5 years of industry experience in ecommerce/services industries
•5 years of prior experience as Business Systems Analyst or similar role
•Extensive experience in contact center operations, contact center technologies, and contact center strategies
•Specific experience and expertise in Enterprise level architecture and in large scale global operations with conceptual understating of CRM applications
•Past development or technical experience in Contact Routing platforms or in defining solutions and designs for contact experiences
•Comfortable with high pressure, high profile and fast-paced projects
•Exposure to Technical Project management and Prioritization process
•Strong written and verbal communication skills
•Expertise in Excel, SQL and other similar tools for data analysis
•Strong visualization skills or ability to put together a strong data narrative on solutions/experiences
•Expertise in JIRA and Agile methodology
•Proven understanding of high-performing organizations with Release cycles
•Ability to work across organizational departments and develop positive relationships
•3 years (Required) ecommerce/services industries
What we offer
Company benefit package
Continuous opportunity to develop and step forward
Please apply via career page:
https://jobs.thermofisher.com/global/en/job/189554BR/Senior-Systems-Analyst-Genesys
Continuous opportunity to develop and step forward
Please apply via career page:
https://jobs.thermofisher.com/global/en/job/189554BR/Senior-Systems-Analyst-Genesys
