What are the responsibilities and job description for the Business Analyst position at 'Made in NY' Post Production Training Program?
Responsibilities/Job Description
- Gather, analyze, document and manage business and user stories (both functional and non-functional) to effectively recommend technology solutions that best address the requirements. Identify potential solutions for the business and provide input to issues or risks (through solid knowledge of the business and user requirements
- Translate business and user requirements in to detailed system requirements for the IT organization and manage all changes to the source documents. Complete project work objects and deliverables Fairview standards.
- Point of contact for both Chatbot Content and Self-Serve content updates from users, IT partners, and IT Leadership. Determine relevancy of the request then how, when and where to best implement.
- Work with the requester, IT, and business partners to communicate and test changes to verify the improvements.
- Ensure related training, knowledge, website, application, etc., content is updated.
- Receive requests for updates on chatbot and self-serve content via a process designed by this resource.
- Communication back to the requestor will play a critical role in this process.
- Monitor and manage chatbot content to understand how to improve the data.
- Perform log, ticket, and chatbot flow reviews as part of the improvement cycle.
- Follow up with customers and partners on self-serve improvement suggestions or self-serve process complaints and issues.
- Partner with the BA, ITC, Service Delivery, and other IT groups to review logs and update the chatbot content as appropriate to improve the chatbot service accuracy and humanization.
- Work with the Service Delivery team to understand trending topics and ensure documentation is created to address new issues/needs.
- Responsible to keep chatbot documentation up to date and work with both the BA and Developer to maintain current documents and designs.
- You will work with the ITC to create best practice guides for Level 0 and 1.
- You will understand customer feedback and ensure that complicated technical concepts are translated into a format that our customers can use and understand.
- You will work with Corporate Communications to help spread the word about chatbot upgrades and self-serve improvements or changes.
- 2 years of experiences using Agile project methodology
- 3 – 5 years minimum IT Business Analyst Experience
- Power BI experience
- Scrum Master experience and/or certification
- 2 years of experience supporting a chatbot in a 20k size organization.
- Healthcare industry experience a plus
- PMP or Agile Certification
- Technical writing background
