IT Business Analyst

Wilmington, MA, United States

UniFirst Corporation is seeking to add a full-time IT Business Analyst (IT BA) to our growing IT Department. The IT BA is a member of the SPE (Service/Production/Engineering) development team and is responsible for defining features and prioritization of the product roadmap for the UniFirst CCaaS solution. This is an instrumental role acting as the business analyst to drive business value to the organization by enhancing and supporting applications utilized by the service, production, and engineering organizations. The IT BA will be the subject matter expert of the CCaaS application and is responsible for maintaining the conceptual integrity of the features and components of the team. The IT BA has a significant role in ensuring business requirements are met and is the only team member empowered to accept user stories as done. This business analyst will serve as the liaison between the service, production, and engineering lines of business and the IT department of our company. The ideal candidate for this position is detail-oriented with experience in the areas of system analysis, business analysis, systems integration, and data mapping. This person will also be responsible for translating business needs into IT solutions.

Responsibilities:

Business Analysis

Be the system matter expert for UniFirst CCaaS solution

Analyze current business processes and make recommendations for improvement

Create and present reports to executive team members and shareholders

Use a variety of data analysis and organizational tools to uncover insights

Work with management to understand business and product needs

Partner with the application technology team to ensure each project meets a specific need and resolves successfully

Evaluate, test, and recommend new opportunities for enhancing our software, hardware, and IT processes

Working under the supervision of the Technical Manager, this position will partner with key business users and stakeholders to define data integration requirements, resolve data issues, and validate procedures and results

Identify, document, and validate data integration scope, data requirements, and system infrastructure solutions

Define the source system data requirements and business integration rules.

Gather requirements, write functional design documents, communicate requirements to technical team members, and assist with testing, implementation, and training

Test data migrations and validate with key users and other business analysts

Be a self-starter with solid interpersonal skills and project a positive customer-service-oriented attitude

Communicate clearly and professionally with users, peers, and all levels of management

Requirement Definition

Work with stakeholders to align on business value, problem statements, and pain points that are strategic priorities for the company's initiatives

Document workflows, system flows, source-to-target mapping, and business process flows

Provide subject matter expertise explaining product vision and requirements to the team to ensure clarity and customer value is delivered

Define and prioritize stories

Look for opportunities that will increase the velocity of the team and the quality of their output

Consider results of usability testing and end-user feedback to ensure the product will address and resolve user pain points

Program Backlog Prioritization

Collaborate with business partners to facilitate the agile process by building, prioritizing, monitoring/editing, and maintaining the program backlog

Lead the team in identifying dependencies and tradeoffs as well as helping problem-solve any risks that may appear in the program backlog

Contribute to the product roadmap and communicate expectations to the business stakeholders

Maintain Conceptual and Technical Integrity of Features/Components

Provide development teams with sufficient detail on user stories and product vision to ensure the team maintains the technical integrity of features and functionality

Be responsible for assuring a level of quality has been achieved by validating completed stories meet acceptance criteria

Qualifications

Requirements:

Bachelor's Degree or Master's Degree in Business Administration, Computer Science, Math, or any related field from an accredited institution.

7+ years' experience as a Business Analyst/System Integration

5+ years' experience of CCaaS systems

10+ years of overall IT experience with significant experience in software development

Knowledge of theories, principles, and practices of systems, applications development, and including SDLC

Very familiar with Call Center Solutions

Experience in Project Management, preferably in the Enterprise Software space

Business Analyst professional certification preferred

Ability to work independently with minimal supervision and the ability to work closely with a team for a common goal

Strong experience with strategic planning, project planning, and implementation

Ability to communicate clearly with both internal and external customers

Ability to think both abstractly and analytically, with an emphasis on problem-solving

Ability to gather and interpret relevant data and information from a variety of sources, often requiring research skills and creativity

Experience with mapping source to target systems with large data models

Ability to provide solid solutions to current and anticipated business challenges

Impeccable customer service and interpersonal skills

Exceptional verbal and written communication skills.

Ability to multi-task and manage concurrent projects in various stages of development

Experience with both agile and waterfall project management techniques preferred

Proficient with Integration Platforms. Familiarity with MuleSoft is a plus

Experience with third-party integrations

Demonstrates the capacity to manage to change priorities

Proficient skills in MS Office Suite (Word, PowerPoint, Excel, Outlook, SharePoint, OneNote, OneDrive, Visio, and Jira is a Plus).

Ability to work calmly and constructively under pressure and meet deadlines.

Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively, and asking questions where clarification is needed.

Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into the application and operational requirements.

Utilizes experience in using enterprise-wide requirements definition and management systems and methodologies required.

Ability to follow instructions and respond to upper management's directions accurately.

Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met.

Capable of writing simple SQL queries a plus.

Familiarity with common Call Center systems a plus

Potential for up to 10% of travel required

Benefits & Perks:

401K with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Tuition Reimbursement, 30% Employee Discount, Employee Referral Bonuses.

UniFirst is an international leader in garment & Uniform services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe.

We were included in the top 10 of Selling Power magazine's "Best Companies to Sell For" list and recognized on Forbes magazine's "Platinum 400 - Best Big Companies" list. As an 80-year old company focused on annual growth, there's never been a better time to join our team.

UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws

UniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [email protected] or call to let us know the nature of your request.

UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.

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