Job Summary: The ServiceBench Senior Business Analyst is responsible for the technical support and relationship management of ServiceBench clients; serving as a mentor to other Business Analysts, as well as serving in an assistant capacity to the Business Operations Managers.

 

Summary of Essential Job Functions:

    * The ServiceBench Senior Business Analyst is required to interface with ServiceBench clients via phone, e-mail, and as needed, on site at the client location.
    * Communication may include 1st and 2nd level technical support on the use of the ServiceBench application and processes, as well as new feature requirements or bug notifications.
    * The ServiceBench Senior Business Analyst is also required to document and maintain any changes made to the client’s application after the initial implementation has been delivered to the production environment.
    * The ServiceBench Senior Business Analyst should be able to manage client user acceptance testing, train system users, as well as provide support to the ServiceBench Customer Support and Quality Assurance teams on implementation details.
    * The ServiceBench Senior Business Analyst will support the Business Operations Manager in the development of the monthly release plan.
    * The ServiceBench Senior Business Analyst may also be involved in assisting Implementation Management with the process and requirements definition for new projects and modules for both existing and new clients.
    * The ServiceBench Senior Business Analyst should be able to independently manage all aspects of the customer relationship and ad hoc projects as assigned.
    * The ServiceBench Senior Business Analyst assists the Sales Account Management team in the execution of client strategies and in support of sales opportunities.

 

Minimum Requirements:

    * Bachelors Degree or equivalent software and customer support experience.
    * A minimum of 8 years prior experience in a technical field.
    * Proven success record in regards to the management of strategic client relationships.
    * Proven record of documenting business and technical requirements.
    * Previous experience in mentoring other employees.
    * Provide examples of experience in conducting training classes and preparing training documentation.
    * Working knowledge of internet or on-demand software.
    * Some travel may be required.

 

 

 

Abilities/Skills:

    * Client management skills and experience with software support.
    * Individuals must be detail oriented.
    * Strong organizational skills with the ability to maintain and manage issue lists, initiatives, and client meetings.
    * Strong presentation skills, with experience in a client-facing role.
    * Excellent communication skills and must be able to mentor other business analysts.
    * Knowledge of Unix, SQL and web based applications is preferred.

 

 

 

Classification:

Exempt

 

Career Path Band: 6