Business Support Analyst - West Columbia, United States - HarveyNashUSA

Description

• Business Support Analyst

• An exciting opportunity for an experiencedBusiness Support Analyst to join our innovative, software solutionsbusiness dedicated to driving digital transformation in the legallandscape.
• The successful candidate will work within ourGovernment Solutions Department which is responsible for supportingsoftware solutions built on core products for customers worldwide.
• The role is a client facing role and will involveworking directly with clients.
• The role of Business Support Analyst at issuitable for someone with several years of experience having previouslyworked on a helpdesk as a Support Analyst where the position involvedsystems support and analysis, preferably in a client facing position.

• Providing appropriate problem resolution orrouting inquiries as needed to ensure user satisfaction
• Leading the efficient, effective, and reliablesupport management of software applications
• Working with the client and internal project teammembers to identify and resolve technical issues
• Building an excellent relationship with allstakeholders and own peers. Being the point of contact to ensure blockersand issues are identified and resolved
• Writing clear manual test scripts and following aplan to execute assigned test cases
• Creating clear defect tickets for the technicalteam to work
• Creating an understanding and expertise of theclient businesses to stay up to date with customer needs. Manageexpectations through proactive and regular client communications with bothformal and informal communication methods
• Additional Responsibilities:
• Participating in workshops with key stakeholders,including internal and external Senior Management, to gather businessrequirements that enable the creation of user stories and developmenttasks
• Documenting Functional Specifications and workingclosely with the Technical Lead and Senior Business Analysts to supportthe solution design and ensuring successful implementation of customerrequirements
• Preparing, documenting and implementingactivities for the deployment phase of each assigned project, includingclient training/demo sessions, user guide documentation and internalknowledge share
• Actively participating in presentations anddemonstrations to both existing and potential clients
• Identifying and recommending best practices to beused within the team of Business Analysts by bringing experience andlearned lessons into the team

• 4+ years' experience in a Support Analyst orBusiness Support Analyst role
• Computer Science, IT or Business Administrationdegree, or equivalent experience
• Strong application support and business analysisskills is a must
• Experience of writing Business Requirementsand/or Functional Specification documents
• Experience with the principles of SDLC
• Ability to understand and document complexdocument-centric workflows and to conceptualize them in IT terms
• Ability to self-start and work in pressuredenvironment with deadlines
• Good technical knowledge and skills
• Experience with software testing
• Excellent written and verbal communication skills
• Proven decision making capabilities
• Be personally well organized, presentable, andmanage one's own time effectively

• Client facing experience
• Certified BA qualification
• Experience with Office-style applications e.g.ability to create macros, spreadsheet formulae etc.
• Experience with Visio
• Experience with database reporting tools
• Experience of working with JIRA
• Experience of working in an agile team