Business Systems Analyst - IVR

    • Date:
    • October 24, 2017
    • Location:
    • Pasadena, CA
    • Job Function:
    • Customer Care Administration
    • Req. Number:
    • 2485

Description

Green Dot Corporation, along with its wholly owned subsidiary bank, Green Dot Bank, is a pro-consumer financial technology innovator with a mission to reinvent personal banking for the masses. Green Dot invented the prepaid debit card industry and is the largest provider of reloadable prepaid debit cards and cash reload processing services in the United States. Green Dot is also a leader in mobile technology and mobile banking with its award-winning GoBank mobile checking account. Through its wholly owned subsidiary, TPG, Green Dot is additionally the largest processor of tax refund disbursements in the U.S. Green Dot's products and services are available to consumers through a large-scale "branchless bank" distribution network of more than 100,000 U.S. locations, including retailers, neighborhood financial service center locations, and tax preparation offices, as well as online, in the leading app stores and through leading online tax preparation providers. Green Dot Corporation is headquartered in Pasadena, Calif., with additional facilities throughout the United States and in Shanghai, China.

 

Business Systems Analyst - IVR

Summary

To provide the highest quality analysis to ensure the timely delivery of process automation and enhancements that meet the organization's evolving needs. This Business systems Analyst will work closely with other IT teams, Customer Care, Product, PMO, and others, to design, support, document, and facilitate development requirements specification and adherence across teams.

 

Responsibilities

  • Facilitate the coordination of technical projects by acting as the liaison between the business users/stakeholders and various systems groups.

  • Work closely with business managers to gain in-depth understanding of business issues

  • Identify, analyze, and translate business needs into functional specifications

  • Work closely with the Project Management Office (PMO) in the implementation of solutions.

  • Work on project deliverables while supporting day-to-day production activities.

  • Interface between Business Units and Information Technology (IT).

  • Conduct the documentation review meetings; obtain approval signatures to proceed.

  • Participate in projects through the various phases of the SDLC.

  • Initiate Architectural review.

  • Attend internal technical project meetings, as needed.

  • Attend meetings with external vendors.

  • Attend QA bug meetings.

  • Assess business risk, potential severity, probability and strategy.

  • Create and maintain IT Business Requirement Document (BRD) or Software Requirements Document (SRD) or other equivalent written documentation.

  • Create and maintain callflow documentation using Visio, MS Word, Excel, PDF, and other like tools.

  • Analyze IVR flows and suggest efficiencies

  • Constantly analyze containment rates and come up with ways to improve.

  • Create and maintain script documentation.

  • Supervise script translations and recordings.

  • Design user interface for stand-alone desktop applications, console clients, B2B orchestrators, and comprehensive websites. Document process flows and system specifications.

  • Review enhancements and projects after implementation to ensure compliance to specifications and objectives as well as backward compatibility with existing systems.

  • Facilitate the resolution of reported issues, directing the necessary resources as each item warrants.

  • Perform troubleshooting and analysis to assess root cause of application and data issues.

  • Maintain a high degree of business functional knowledge and knowledge of current automated technologies and tools.

 

Requirements

  • Bachelor’s Degree in a Business, Financial or Technical field preferred

  • 3 years professional experience in a IT environment

  • 2 years experience with IVR / callflows / scripts required

  • 1 year professional experience in analysis

  • Microsoft Visio experience required

  • Demonstrated knowledge and experience in requirements gathering

  • Strong experience with systems analysis and functional design

  • Experience with specification documentation and problem resolution

  • Thorough understanding of the full software development life cycle

  • Ability to communicate effectively, verbally and in writing, with technical, business, and management staff

  • Excellent interpersonal skills with the ability to develop cohesive working relationships with internal and external clients

  • Pre/post-implementation support skills involving user functional support and high-level troubleshooting Application and technical architecture disciplines

 

PREFERRED: (all of these would be pluses, but none is absolutely required)

  • Experience with AI and Visual IVR systems

  • Experience with Agile and Jira

  • Experience with speech recognition systems

  • Banking and/or credit card systems (stored value systems) experience a plus

  • SQL Server Query Analyzer or SQL Server Enterprise Manager experience preferred

  • Project management experience required

 

Green Dot Corporation is committed to achieving a diverse workforce and is proud to be an equal opportunity employer without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any category protected by law.

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