Junior Business Analyst - Urgent Hire

As a Junior Business Analyst, you'll connect users with the Regional Software Solutions (RSS) team, addressing their concerns and managing tickets. Your responsibilities include resolving basic issues, coordinating enhancement requests, and collaborating with developers on more complex issues. You'll also assist in user testing, maintain user manuals, provide remote support, and document workflow and system diagrams for clarity.

Responsibilities:

• Act as a primary liaison between users and the RSS team, fostering clear communication channels to understand and address user concerns comprehensively.
• Maintain an organized system for managing and updating tickets in Freshdesk, ensuring timely responses and resolutions to user inquiries.
• Utilize troubleshooting skills to efficiently resolve level 1 issues encountered by users, including user account management and addressing common queries.
• Compile and elevate level 2 issues, such as enhancement requests and data amendments, to team leads and RSS managers for thorough review and consideration.
• Collaborate closely with developers to identify and address level 3 issues, including bugs and connectivity issues, ensuring timely resolutions and minimal disruption to user operations.
• Conduct thorough beta testing on resolved level 1 and level 3 issues to validate effectiveness and user satisfaction before finalizing resolutions.
• Provide guidance and support to users during User Acceptance Testing (UAT) processes, ensuring a smooth transition and closure of tickets.
• Regularly update and maintain user manuals to provide comprehensive guidance and support for users navigating systems and processes.
• Offer remote support using tools like TeamViewer when necessary, ensuring users receive prompt assistance.
• Take ownership of maintaining accurate workflow and system diagrams, facilitating clear communication and understanding among team members and stakeholders for effective project management and execution.

Required Skills:

• Strong verbal and written communication to liaise between users and teams effectively.
• Ability to troubleshoot and resolve user issues efficiently.
• Understanding of software development basics, ticketing systems, and basic programming.
• Dedication to providing high-quality support and ensuring user satisfaction.
• Effective teamwork with developers, managers, and external vendors.
• Ability to adapt to new systems and priorities while maintaining attention to detail.