Business Analyst – CX

Globitel • Full-time • عمان, JO • 1d ago

Position Responsibilities

Analyze customer journeys and solution workflows, conduct market and competitor analysis, and translate insights into clear requirements that bridge business needs and technical implementation, supporting the enhancement of existing products.
Evaluate business flows and functionalities associated with the company’s software products, to anticipate customer’s requirements, identify areas for improvement, and contribute to implementation plans.
Analyze, communicate, and support new system requirements and change requests from customers; align with stakeholders on optimization opportunities and assist in documenting and visualizing requirements into actionable development concepts.
Collaborate with technical teams and other stockholders within the company in the planning, design, and development of new functions and features related to the company’s IT solutions.
Produce high quality documentation including system requirements, solution options, system specifications and business cases.
Lead discovery efforts to identify emerging trends and improvement opportunities related to the company’s software products, and participate as a change agent in exploring and implementing new strategic directions and technologies.

Required Competencies

Required Qualifications (Must have):

Bachelor’s degree in Computer Science, Engineering, Business Administration, or a related field.

2+ years of relevant experience as a business analyst, QA, or within a call center or customer experience environment.

Strong analytical and conceptual thinking skills.

Experience analyzing data to derive business-relevant insights and using data visualization tools.

Experience in creating and maintaining process documentation.

Strong written and verbal communication skills, including technical writing.

Experience in requirement gathering, use case development, and user story writing.

Familiarity with UML diagrams, process modeling, and workflow documentation techniques.

Ability to perform gap analysis and identify process improvement opportunities.

Exposure to wireframing, prototyping, or solution visualization techniques.

Preferred Qualifications (Nice To Have)

Familiarity with customer experience and customer care solutions.

Knowledge of call center systems and workflows.

Awareness of Customer Operations Performance Center (COPC) standards.

Previous experience in Business or Systems Analysis.

Familiarity with collaboration and design tools such as Figma, Jira, Confluence, or similar platforms.

Basic knowledge of SQL, databases, and data querying concepts.

Interested in

This Position?

Apply here or you can send your CV to jobs@globitel.com with the subject line "Business Analyst - CX"

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