Insulet Corporation

  • Sr. SFDC Business Analyst

    Job Locations US-MA-Billerica | US-MA-Billerica
    Posted Date 1 week ago(3/14/2018 3:52 PM)
    Customer Care / Customer Support
  • Position Summary

    The Senior Business Analyst serves as a liaison among our Call Center/Contact Center, the business and IT users, project managers, and subject matter experts to interpret, analyze and document user requirements and make recommendations pertaining to system design processes. This role works with end users and technical staff to translate business requirements into functional specifications to clarify project scope and final deliverables. The Sr. BA validates all business requirements and use cases to ensure they meet business requirements before implementation. The Sr. BA leads in developing sound business analysis tools, methodology frameworks, best practice processes and templates for Customer Care. This role may also serve as a project lead for assigned projects and business process improvement initiatives. 


    This team member should have experience working in a Call Center/Contact Center, very strong written and oral communication skills with the ability to understand the “ask”, needs, and requirements and be able to propose effective solutions. Additionally, they must have the ability to learn quickly and be comfortable with getting into the details. This position requires a person with the flexibility to move between routine operational, project, and end-user tasks quickly and seamlessly. Successful candidate will be able to effectively manage projects with demonstrated collaboration and teamwork with internal and external stakeholders and vendors.


    • Serve as a main point of contact in Customer Care for reporting issues, enhancement requests and projects, including documenting business requirements and managing user acceptance testing.
    • Focal point for addressing system changes, regression testing during upgrades/patches, and other system maintenance activities throughout the maintenance phase.
    • Provide leadership on resolving business process issues related to the system.
    • In conjunction with process owner, maintain SOP’s and other documentation.
    • Resolve end user “how to” questions
    • Creation of reports for general needs


    Project Work:

    • Process SME to provide requirements for new features, functions, etc.
    • Ownership of complete business requirement documentation and discovery process and significant involvement in functional requirement phase.
    • Acts as a key liaison with IT during the project and throughout the maintenance phase.
    • Understanding impact to existing Customer Care processes
    • Perform functional testing with ability to use creative thinking for test cases
    • Assist with Training preparation and execution
    • Co-ownership of project activation process and scope documents
    • Ownership of testing. Test scenario and script creation, and planning/execution of UAT.

    Education and Experience


    • BA/BS in Business, Technology, or other related field
    •  5+ years of related experience as a business analyst, preferably within a call center environment
    • Experience translating findings into compelling recommendations, polished deliverables, and actionable programs
    • CRM experience, preferably with
    • Ability to conduct sophisticated and creative analysis of complex problems
    •  Strong written and verbal communication skills with the ability to manage stakeholder relationships across the organization

    • Ability to establish strong relationships with all levels of an organization
    • Perceptive, critical thinker with the ability to solve challenges creatively
    • Proven ability to prioritize, multitask, and manage multiple complex bodies of work in a fast paced work environment
    • Confident, self-aware team player open to receiving/providing feedback to peers and colleagues
    • Proficiency with various software applications, including but not limited to: MS Office, MS Visio
    • Comfort with analytical and data analysis tools including Excel
    • Outstanding attention to detail
    • Proven ability to communicate with business and technical audiences at all levels, including demonstrated success influencing senior leaders and decision makers
    • Ability to prioritize and work well in an fast moving environment with competing demands
    • Willingness to travel as needed. 



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