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VP, Business Analyst (Unified Communication) in Singapore at UOB Group

Date Posted: 5/15/2018

Job Snapshot

Job Description

Functional area: Business Technology Services
Employment type: Full-time
Job Type: Permanent

Job Objective: 
  • To analyse business requirements and translate into functional specifications, where necessary collaborating with cross-functional and technical teams including technical analysts, solution architect and technical teams and testing teams to achieve this
  • To be the subject matter expert (SME), and provide associated support, for the team’s suite of applications including enterprise contact centre systems (IVR, CTI, CMS, Chat, customized modules), contact recording systems and outbound dialling systems
  • To work effectively with the Bank’s users, internal IT and Security Teams in ensuring all aspects of business requirements are understood and definedTo perform Impact Analysis of Change Requests, coordinate and work with other teams and vendors to estimate effort needed
Key Responsiblities:
  • Define and document functional requirements, including associated business/operational functions and processes
  • Consult with business users to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
  • Act as a liaison between end-users, technical analysts, information technology analysts, consultants and other IT teams in the analysis, design, configuration, testing and maintenance of the system to achieve optimal operational performance and quality
  • Analyse the feasibility of, and develop requirements for, systems and enhancements to existing systems; ensures the functional design fits the needs of the users
  • Track and fully document changes for functional and business specifications; write detailed universally understood processes/steps/requirements for use in training
  • Identify opportunities for improving business processes, user interface, functionality through information systems and/or non-system driver changes; assist in the preparation of proposals to develop new systems and/or operational changes.
  • Work with multi-vendor teams to define and analyse requirements; perform impact analysis for enhancements
  • Assist the project team in issue resolution to meet the requirements and timelines
  • Define the training materials, and conduct formal system and user training sessions; facilitate train-the-trainer approach. Assist in training/mentoring other staff on the project     
  • Anticipate, analyze, address and resolve any functional or non-functional issues or risks either independently or together with the relevant stakeholders and propose alternative solutions as necessary
  • Estimate cost, and prepare business cases for IT solutions, considering infrastructure, licenses, development and support

Key Responsibilities:

Must have
  • Bachelor’s degree or equivalent in computer science/engineering
  • With minimum 4-8 years of working experience in a business analyst role and with experience in the testing cycles and methodologies.
  • Domain expertise and good technology knowledge in the areas of Unified Communication, Contact Centre, Collections, Telesales and banking applications. Skills in Avaya, Verint and OpenText Qfiniti technologies are desirable.
  • Excellent stakeholder management, written and verbal communication skills
 Good to have
  • Experience in Banking sector around the area of digital channel of communication (e.g. text/audio/video chat)
  • Good understanding and experience in Confluence, JIRA