Job Description

What we offer

• Excellent health benefits plan, which includes medical, vision and dental options
• 401(k) with company match
• Company profit sharing plan
• Generous paid time-off and paid holidays
• Paid parental leave
• Company-paid mental health benefit through Headspace
• 2 free on-site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

Job Summary

The Technical Business Analyst (BA) who uses their business, IT, and data analysis skills to solve complex problems for our SERVPRO organization. The BA is responsible for investigating both internal and external systems, identifying options for improvements, and bridging the needs of the business with the use of technology. The Technical Business Analyst serves as a liaison among stakeholders to understand the structure, policies, and operations of the organization. Technical BAs work closely with stakeholders, the IT team, and management to define business requirements and set goals for software and system enhancements. Technical BAs document a project's technical requirements and analyze workflow to ensure compliance with standards.

Major Duties and Responsibilities

• Actively and consistently support all efforts to simplify and enhance the Franchise/customer experience
• Developing technical specifications: Elicit requirements using interviews, document analysis, requirements meetings, surveys, site visits, business process descriptions, use cases, task and workflow analysis.
• Critically evaluate information gathered from multiple sources and reconcile discrepancies to transpose high-level information into a general understanding and distinguish user requests from the business needs.
• Communication: Proactively communicate and collaborate with external/internal customers & technical teams to analyze information needs and functional requirements, and deliver the following artifacts as needed.
• Drive and challenge business units on their assumptions of how they will successfully execute their plans.
• Serve as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Assist in the system deployment planning and execution. This may include training material creations, training execution, user documentation, and Level 3 support of the system once deployed.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Reporting: Maintain an ongoing list of backlog requirements and demands that are considered for inclusion in future system releases.
• Monitor open support tickets/work orders submitted to the Help Desk to provide service to our customers’ needs.
• Conduct, coordinate and participate in user acceptance testing efforts.
• Gather post-implementation feedback of the system and its deployment to leverage improvements in future processes and releases.
• Provide input to improving the solution delivery lifecycle employed.
• Participate in assigned development planning and prioritization sessions as needed.
• Assist in analysis and resolution of problems associated with standard operating procedures, workflow, and/or processes as required for defining specifications for testing efforts.
• Aid in testing efforts post deploys, patching, and some quality assurance efforts.
• Assist businesses to make sense of all the data they collect, understand patterns and trends, and develop strategies for using new technologies to improve their operations and bottom line.
• Complete other duties and functions as requested by direct manager.

Required Qualifications (Knowledge, Skills, and Abilities)

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straightforward, and professional manner.
• 2 years of Business or technology related experience preferred.
• 2 years of Microsoft Office Suite, Visio and Lucid preferred.
• Experience in web-based system development using Microsoft technologies, mobile solutions and/or business intelligence preferred.
• Proficiency in the Microsoft Office Suite; Visio and Lucid preferred.
• 2 years of experience with Agile (Scrum) and Waterfall project methodologies and experience with Jira preferred.
• Good analytical, organizational skills, and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Good presentation and negotiation skills
• Adaptable and capable of working in a fast-paced, high pressure office environment.
• Ability to use computer and software for long periods of time.
• Strong analytical/problem solving skills.
• Possess a strong desire for quality and ability to pay attention to detail.
• Ability to work independently.
• Ability to work on complex projects and work independently, as needed.
• Ability to work in a team environment.
• Self-motivated, self-directed, results-oriented, and customer-focused.
• Ability to respond to change and able to handle ambiguity.
• Strong time management, organization, and prioritization skills.
• Successfully engage in multiple initiatives simultaneously.
• Work independently with users and under direction of the project manager to define concepts.

Education

• Bachelor’s degree or a technical degree preferred OR relevant experience (four or more years’ experience in business or technology related field).

About SERVPRO

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team. We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.

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