• Business Analyst (Technical)

    State/Province
    Florida
    Position Type
    Regular Full-Time
  • Overview

    Come Be Apart

    Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

    Responsibilities

    • Create, modify, and maintain ServiceNow Knowledgebase with current and accurate documentation, ensuring conformity with current templates and entry requirements. 
    • Create new templates and modify existing templates to continue driving effective organization of information and ease of use.
    • Collaborate on Client Program implementations to ensure documentation and escalation procedures are available for training prior to launch.
    • Develop and deliver training to technicians on new client implementations and process changes.  Create and present assessments and track progress.
    • Perform quarterly reviews of escalation, troubleshooting and grid information with Client Results teams to ensure accuracy and relevancy of information.
    • Maintain Client information grid, which houses all Client Program information and application details.
    • Perform individual and outage QA reviews for technicians.  Present to supervisor for delivery and collaborate on coaching opportunities.
    • Create reports and analyze data to identify areas of improvement, make recommendations on process changes, and train technicians on changes.
    • Assist with session or outage tasks when needed.
    • Other duties as assigned.

    Qualifications

    • Excited about beginning a career in IT
    • College graduate with a BA or BSc degree
    • Quick learner who enjoys a fast-paced environment and is excited about learning new things
    • Ability to work independently with limited direct supervision as needed to accomplish the responsibilities of the position
    • Excellent customer service and critical thinking skills
    • Experience in reporting, data and trend analysis
    • Ability to write clearly and communicate information and ideas. Excellent verbal and written communication, with ability to interact professionally with diverse groups and levels
    • Ability to explain concepts and processes to others in an easily digestible manner
    • Ability to present material in a basic and organized manner for training scenarios
    • Ability to organize workload and prioritize responsibilities
    • Manage multiple competing priorities and change tasks quickly
    • Dependable, self-disciplined, and self-initiating

     

    Competitive Compensation and Benefits which include

    • Health/ Dental/ Vision/ Flex Spending Benefits
    • 401k Retirement
    • Great PTO and Holiday Plan
    • Maternity/ Paternity Paid Leave
    • Life and Disability Insurance
    • Tuition Reimbursement
    • Great Place to Work

     

    When smart creative and passionate people get together, the results are astounding and the opportunities limitless.

     

    Achieve your potential at Arise.

     

    Diversity creates a healthier atmosphere: equal opportunity employer M/F/D

    Next Steps

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