Technical Business Analyst with Call Center

Role: Technical Business Analyst with Call Center

Duration: 12 Months of Contract role

Location: Newark, NJ - 07102 (Hybrid role) 

Call Center experience is Need.

Responsibilities:

• Define business requirements and refine them and report back to stakeholders. Work with developers to translate requirements into deliverables.
• Efficiently integrating new systems, programs, and applications with business operations and services. Multitask between multiple projects across fare collection channels, providing input, requirements and review to management and vendors.
• Conduct in-depth analysis to monitor and improve the performance of web-based customer portals and support services. Provide backup support on user and technical issues related to the app, Tap & Ride, Web ticketing and the future Fare card to the Call Center and Customer Service. Investigate and troubleshoot all system-related issues, working collaboratively with technical teams to resolve problems and implement solutions.
• Ensure end-user proficiency with new systems, programs, and applications across departments. Analyze Call Center activity, call volume, duration and skill set. Monitor reports for both short- and long-term trends. Review customer service emails for issues and coordinate with vendor for resolution.
• Conducts analyses to assist in the business planning process and supports the development of goals and measurable objectives.
• Develops and deliver presentations to internal and external audiences. Create and deliver PowerPoint training presentations for the Call Center to train for new programs and application and portal enhancements.
• Develop detailed system design specifications, including data models, workflow diagrams, and interface designs. Assisting with specifications and requirements for the development of Interactive Voice Response system and related reporting for the Call Center. 
• Coordinate and oversee the integration of new software applications and systems into the existing technology landscape. Interface with (vendor) on both app/product development, Call Center Admin portal and customer facing web portal development. Implement new features/enhancements based upon customer feedback for applications. Perform acceptance testing of the mobile app and both the Admin and Customer web portals releases prior to production deployment.
• Analyze and resolve attempted fraud by end users of the mobile app through various reports and portal.

Required:

• Bachelor’s Degree, Information Technology, or related area and 5 years of experience in strategic planning, business analytics, or transportation.
• In lieu of a degree, 4 years' experience in related work accepted.
• An accredited certification desirable.
• Transportation Agency or transit related experience desirable.
• Excellent written, and verbal skills are required.
• Experience in technical business analysis in a related industry.
• Ability to keep pace with IT advancements.
• Excellent analytical skills and presentation skills.
• Demonstrated experience using Microsoft Excel, Word, Access, and PowerPoint.
• Must be able to work well independently and as part of a team.
• Ability to prioritize and meet tight deadlines.
• Proven experience as a Technical Business Analyst or a similar role.
• Proficiency in system analysis methodologies and tools.
• Strong analytical and problem-solving skills.