Business Operations Analyst

Company Name:
Verint Systems, Inc.
Overview of Job function:
The Business Operations Analyst & Special Initiatives Lead, is a member of the Business Operations team and is responsible for both delivering day-to-day services to the business units they support, as well as analyzing and improving the business systems and practices to Verint's services organization, ensuring that day-to-day processes are efficient and the data easily consumed, redefining process or format as required.
The role will also include routine and ad-hoc data reporting and analysis required to identify performance opportunities, as well as representing the interest of the services and support organization in process and tools evaluation and execution.
The Business Operations Analyst & Special Initiatives Lead will act as an indirect and direct customer facing agent on behalf of the services organization while also having a responsibility for managing the information and tools required for Verint resources to be able to perform and to ensure they are adhering to Verint processes.
This candidate must possess strong customer service, analytical, organizational and communication skills while being able to proactively manage in a technical, dynamic and high transaction environment.
You will work under general supervision with latitude for independent judgment and will own a portfolio of projects and initiatives. You may consult with senior peers on certain projects.
Principle duties and responsibilities:
Internal Coordination and Delivery
Manage project start-ups including setting up in PSA, establishing billing rules, creating milestones and working with Practice Directors on project resource leveling for new bookings.
Develop weekly reporting packs, including developing business insights and recommendations.
Manage the customer satisfaction process, including contacting customers, collating and reporting metrics and developing and managing action plans and remedial action plans for low scoring customers.
Maintain a high level of customer service to internal and external customers
Scheduling people resources for customer engagements based on requests from Project Managers.
Ensure the Professional Service Automation system has up to date skills and supporting metadata.
Provide specific analytics and data summaries for both routine and ad-hoc reporting required to manage the business in a highly consumable and easily understood, polished, fashion with unquestionable accuracy.
Training of services and support personnel on operational procedures and tools.
Entering Professional Services orders into our PSA system and assist with routings as needed to assist the primary order entry personnel.
Process Management and Development
Manage Verint's Services and Support Voice of the Customer program.
Own a portfolio of projects and initiatives with responsibility for lifecycle management and successful delivery and execution.
Assist with driving operational and/or technical initiatives that affect Verint Services and Support operation due to your knowledge of current business systems, related data, and work flow. You may also serve as a liaison between support and IT during technology projects effecting services. In addition you may be involved in defining solution requirements and specifications, and determining appropriate models, which may include creating detailed assessments, providing suggestions and analyzing results/ outputs.
Minimum Requirements:
5 years' service or support experience in a consulting, professional services, and / or technology company.
3 years' demonstrated experience in data mining, analysis, and data delivery skills.
3 years' experience developing innovative and/or customized templates and report formats.
3 years' experience determining the metrics for reporting the operations of the organization and measuring productivity and performance at varying levels.
Strong skills with MS Word, Excel, Project, Powerpoint, and Visio required.
Preferred knowledge, skills, and experience:
Bachelor's degree in a technology discipline or an equivalent combination of education and experience preferred.
Working knowledge of databases and queries.
Familiarity with Contact Center operations and technology software and tools is preferred.
Prior experience with the installation, support, usage, or administration of Verint software preferred.
Experience with a Professional Services Automation System (PSA).
Job Title: Business Operations Analyst
Location: US-GA-Alpharetta
Job ID: 7647

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