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Business Analyst (Customer experience)
4 years ago
Job Description
As a CX Business Analyst you will act as an intermediary between business, customer experience, and technology teams and is an active thought partner and application visionary that shapes the digital customer experience.
You will work with project teams and business partners to collect, clarify, and translate CX business requirements into documentation and conceptual design (using appropriate tools and models) from which IT solutions are estimated and developed in accordance with business priorities.
You will be required to travel frequently (every 2-3 months).
Responsibilities:
- Analyze and synthesize information provided by stakeholders;
- Identify business rules, functional requirements, non-functional requirements through cases and stakeholders;
- Direct the gathering of requirements for applying technology solutions to satisfy corporate needs;
- Work with the architects to develop integrated processes and technology solutions;
- Produces high quality written content such as:
- All requirements in the form of a Business Requirement Document (BRD) ;
- Solutions to those needs in the form of Functional Requirement Document (FRD),;
- Fit/Gap analysis;
- “As is” and “to be” Business Process Models (BPM) workflows;
- Use Cases;
- UML diagrams, Use Case Diagram and Activity Diagram;
- high level data flow diagrams with the support of the architects,;
- Story boards and workflows;
- Tests Plans for the Quality Assurance team;
- Change management documents (training, communication);
- Communicate and solve the Fit/Gap analysis with all stakeholders impacted.
- On a regular basis, facilitate and maintain the interest of the stakeholders;
- Participate in the evaluation and benchmarking of market solutions when required;
- Participate as member of the team on parts of the project plan;
- Being available daily for questions from the project team;
- Create tests cases and conduct manual testing;
- Support the User Acceptance Testing (UAT) phase;
- Ensure knowledge transfer and documentation of the new solution;
- Market and socialize the solution;
- Participate in the Business Analyst community;
- Evangelize the business analysis good practices and mission;
- Carry out all other related task.
Qualifications
Education:
- Bachelor’s degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field;
- Certification of Competency in Business Analysis™ (CCBA®) designation from IIBA, an asset.
Relevant experience:
- At least 2 years of Customer Experience Business Analysis experience; working closely with the business and technology teams, managing the relationship;
- Proven experience in agile projects (Scrum, Kanban);
- Experience with UX/CX design is a plus;
- Experience with wireframing and prototyping is a plus;
Skills:
- Strong analytical skills applied to understanding customer needs, business functionality and translating them into IT requirements;
- Ability to adapt quickly to new technologies and changing business requirements;
- Outstanding written and verbal communication skills;
- Understanding of CX analytics solutions, including web, contact center and VOC environments ;
- Ability to partner with software engineers quality analysts to identify course of resolutions;
- Understanding of software development life cycles Ability to manage a range of activities in a busy and fast-changing operating environment;
- Understanding of basic system engineering, object-oriented design, information risk and security guidelines, and architecture standards;
- Modeling Techniques: Object Orientation analysis, UML (e.g. Use Cases, Activity Diagrams);
- Demonstrated experience in writing software requirements and test specifications.
Knowledge:
- Excellent English skills (spoken and written);
- Good knowledge of business process design;
- Good knowledge of Requirement Management;
- Good knowledge of the analysis and conception of IT software and systems;
- Understanding of the project lifecycle and resources involved;
- Understanding of different project delivery methodologies (Agile/Waterfall), an asset;
- Knowledge of an IT service management product;
- Basic understanding of IT infrastructure and it’s relation to applications and business services, an asset;
- Understanding of interface ergonomics and design;
- A passion for the video game design, and/or experience in the gaming industry is a huge plus.
Additional Information
We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, ethnicity, religion, gender, sexual orientation, age or disability status.
Company Description
Ubisoft Montreal, an industry leading developer of video games, located in the heart of Montreal’s Mile-End, offers a unique environment where creativity, teamwork and cutting-edge technology bring to life critically acclaimed video games and iconic AAA franchises.
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