Position: Middle/Senior Business Analyst (customer support domain)
Company: SoftServe
Category: Business Analyst
Experience required: 3y
English level: upper

WE ARE
Expanding our client's business value. Their a portfolio of tools used widely in the IT industry. It is a multinational company with development offices across the world. Our customer is a technically mature company with huge expertise and innovative approach.

We are seeking a strategic and innovative Business Analyst to define the roadmap and drive improvements and optimization of the client’s platform. You'll be responsible for gathering requirements from internal stakeholders, benchmarking with peer companies for advancements in I2R capabilities, research industry trends to understand what customers expect, and development of recommendations to inform existing business process improvements and long-term business strategies.

YOU ARE
A professional having the below-mentioned skills

At least 3-year business analysis experience in IT companies/projects
Upper-Intermediate strong/Advanced English level
A clear understanding of business and development process (Agile preferably)
A proven ability to design and deliver a successful Customer Support (or equivalent) platform and experience roadmap
Strong technical skills, technical degree, or background would be a plus point
Proficiency with end to end product delivery, roadmap definition, feature delivery, and tradeoffs for your product
Ability to define requirements, success metrics, and associated use cases
Excellent analytical, problem-solving, and operational skills to evolve the product strategy based on research, data, and industry trends
Effective listening skills to discern impactful technical requirements from business planning sessions
Ability to mediate and make pragmatic compromises, especially in light of multiple stakeholders competing for resources in order to meet their business timelines
Attention to detail: successful history of closing loops and delighting customers
Experience with customer usability (UX & UI) and hypothesis-driven experimentation
High energy, results-oriented self-starter with a positive mindset and with a 'can-do' attitude
Persistent, ambitious, curious, and creative attitude with a track record of focusing on high impact and strategic initiatives through to execution without direct authority (must-have)
Strong verbal and written communication skills adjusted for different audiences, from engineers to executives
YOU WANT TO WORK WITH
Gathering feedback from key stakeholders
Preparing working documentation for the development team
Market research and preparing vendor selection documentation
Preparing user guides for clients and for internal usage
Gathering critical information from meetings with various stakeholders
Clients, technicians, and managerial staff closely
Leading ongoing reviews of business processes and developing optimization strategies
TOGETHER WE WILL
Work with customer service stakeholders to develop the products, propose improvements and suggest effective solutions
Collaborate closely to solve problems, establish processes, and deliver a high-quality product
Build a team of experts who help customers to get the best product ever