Customer Success Business Analyst at World Vision Kenya

PURPOSE OF THE POSITION:

The role is to augment our Business Analyst and Application Support services in the MEER region. Our services are expected to grow and need somebody to cover the European time zone primarily, but also expected to cover some hours from the ASIA and early LACR regions. The resource will be covering our services – My WV Mobile App, P-RCDS, SIMMA, and iVision.

MAJOR RESPONSIBILITIES:

Liaison

• Coordinates and collaborates with the business, vendors and other GTD technical teams

Support

• Responsible for the ticket queue management during shift hours
• Provide support in investigating and resolving escalated incidents, requests, and changes.
• Prioritize incidents and ensure compliance to WVI Response and Resolution SLAs.
• Work with different WVI Teams and external vendor partners to accomplish tasks and resolve incidents.
• Conducts data gathering and analysis on enhancement requests or bug fixes.
• Involvement in the change requests management practices of support.
• Participate in the coordination and resolution of Problem Management RCA activities.
• Follow internal quality standards and ensure conformance to support and service management processes.
• Participates and/or facilitates in regular sync meeting with the business offices.
• Participate in project planning and implementation activities related to the services supported.

Business Analysis

• Assesses business requirements through a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities and advice on options.
• Develops, documents, and communicates business needs into functional specifications for the implementation of business solutions.
• Develops test cases and performs internal testing.
• Validates test results and manages bug fixing tasks for user acceptance testing.
• Create and maintain test plans and test cases inventories.
• Analyses how solutions may impact existing work processes and systems.
• Documents current business processes, support guides and knowledge articles
• Conducts training and demos on system functionalities when needed.

Communications/Consulting

• Supports and participates in the reporting of project status and updates
• Supports the creation, review, and analysis of user stories/epics in projects

REQUIREMENTS:

• At least 3 years in a Business Analysis role
• Exposure to support practices and procedures
• Proven ability to collaborate and form professional relationships with staff from different global locations and different organizations
• Able to write and speak English in a professional level
• Knowledge and exposure to CRM systems and marketing technologies
• College or university graduate is ideal but not needed
• BA certification is ideal but not needed
• ITIL certification is ideal but not needed
• Microsoft Dynamics or CRM systems certification is ideal but not needed
• Knowledge with: Microsoft Dynamics, CRM Systems, Business Analysis and Project Management