Lowongan IT Business Analyst for CRM di PT Chubb General Insurance Indonesia

Responsibilities:

• Act as point of contact for Customer Service users in country and Regional offices with regards to any system changes and new implementations for CRM (Customer Relationship Management).
• Act as a bridge between users and the IT Infrastructure team, translate business requirements into technical spec requirements.
• Assist the business owner to outline the target business operating model, and deliver its processes/SOP, resources estimation and requirement, governance structure, reporting requirement, environment requirement, IT systems requirement.
• Design and document processes, SOP and SLA (e.g. define requirements of ACD/IVR, call flows, knowledge of customer experience requirements in terms of call flow).
• Deliver business and functional requirement documents.
• Define the test scenarios (positive and negative) for UAT.
• Coordinate users to conduct UAT.
• Organize UAT, track and document testing results and coordinate with RO and IT teams for required fixes.
• Obtain UAT signoffs from relevant stakeholders and arrange for go-live execution.

Qualifications:

• Bachelor of Arts (S1) degree from reputable colleges & universities, preferably in Informatics/Computer Science or Mathematics.
• Have experience minimum 3 years as Business Analyst/System Analyst with experience in supporting Customer Service department and call centers.
• Familiar with SDLC, Agile methodology and able to document user’s requirements well.
• Skillful project manager with experience in delivering system development/enhancement projects. PMI certification will be a plus.
• Proficiency in call center systems e.g. NICE/NICE CX One.
• Love to learn and learn quickly.
• Strong interpersonal and communication skills, especially in understanding users’ requirements, managing expectations, and proposing solutions to users and management.
• Strong attention to details and strive to deliver projects on time on budget.
• Able to approach tasks in a structured and organized manner and to manage priorities.
• Proficiency in English, especially in business correspondence.
• Proficiency in Microsoft Office (Word, Excel, Powerpoint, Outlook, MsTeam, Project and Visio).