Global Customer Support Business Analyst

-customer support modules
-Perform Quality Assurance and facilitate User Acceptance Testing Coordinate project delivery by participating in design reviews and walk-throughs to communicate business requirements and validate proposed solutions
-(BRD s, User stories, Design Docs, Test Plans, etc.

Work with IT to plan, design, develop, test and deploy changes to our customer support modules and associated technologies.

Maintain and work from a product backlog to keep several improvements and initiatives going.

Clearly articulate and document business requirements

Assist with meeting facilitation by sending meeting agendas capturing and distributing meeting minutes, and tracking assigned team actions.

Proactively identifies dependencies between teams and ensures all plans align on delivery criteria Analyzes projects to identify risks and potential roadblocks, and modifies project plans to mitigate risk Proactively manages dependencies and resolves issues

Participate as appropriate in associated cross functional projects around data quality, optimization and scaling of the systems Designs and implements solutions to improve existing support processes and tools.

Promotes best practices and trains others on existing and new processes and tools across teams and department Ensure all project artifacts (BRD's, User stories, Design Docs, Test Plans, etc.) are completed and approved in a timely fashion, and are saved in the program's central repository.

Builds and maintains relationships with IT, Support and all cross departmental stakeholders to increase collaboration and productivity

5+ years project management experience leading projects of significant complexity Experience working in High Technology Support organizations is preferred Familiarity with New Product Introduction process and programs is a plus. Understanding of both Agile and Waterfall Methodologies Proficient with Jira project management software