Technical Business Analyst

We are looking for creative and motivated individuals who, like us, have a passion for data, innovation, problem-solving, and continuous improvement. Do you enjoy learning something new every day? Do you constantly strive to make things better and cringe at the phrase “This is how we’ve always done it”? If you answered yes to both of these questions then we are looking for people just like you to join EBSCO’s Operations team! As a Technical Business Analyst you will play an instrumental role in ensuring operational success of the Customer Satisfaction department and the EIS organization.  The core focus of the role includes: Aggregating multiple streams of data into meaningful information that drives effective business decisions, particularly around the Service Issue Program;  Working closely with Infrastructure, Site Reliability Engineering, Development and Production teams, as well as Customer Satisfaction, Sales, Product Management and Leadership.  This role will analyze operational data, design and create reporting, and provide actionable insights and recommendations related to the Customer Satisfaction business, especially Software Defects and other service issues.  Additionally, in this role you will participate in LEAN activities including Value Stream reviews, Process Improvement projects, User Acceptance Testing of software releases and exception processing of Service Issues.  This position reports directly to the Director, Operations, Customer Satisfaction.

Primary Responsibilities:

Role-Based Competencies:

Desired Skills and Experience

  • Design, create and analyze reporting and metrics related to the Customer Satisfaction business, especially software defects and other service issues, to provide business stakeholders visibility and actionable insights and recommendations
  • Work with large data sets and deduce meaningful information that equates to tangible business value
  • Create reporting that effectively portrays business value
  • Recommend and drive the capture of relevant metrics that aid in effective decision-making
  • Facilitate definition and implementation of Defect and Enhancement processes within the SAFe framework
  • Support exception processing for service issues, including auditing of quality, routing and resolution of Sis
  • Successfully and professionally advocate on behalf of customers for resolution of service issues
  • Document, analyze and improve business processes
  • Participate in user acceptance testing (UAT) for software releases
  • Communicate professionally to sr. management across the organization
  • Represent Customer Satisfaction and participate as an advocate for Customer Satisfaction priorities on key project teams
  • Build productive relationships and collaborate with Technology, Site Reliability Engineering, Product Management and the Lean Enterprise Office
  • Design and implement dynamic metrics dashboards for daily/weekly team management
  • Prepare and deliver presentations to all levels of management
  • Contribute to identification, design and implementation of continuous improvement experiments to drive operational efficiencies across the organization
  • Extract and prepare data from multiple large data sets for use in analysis and reporting
  • Quickly identify patterns in data and processes
  • Perform analysis and create reporting solutions that lead to actionable insights
  • Present and communicate data findings and provide recommendations
  • Design, develop, and support interactive reports
  • Collaborate with business intelligence and technical teams to advocate for data requirements
  • Understand how data and data visualization provide business value, and help business users gain value from data
  • Understand and analyze processes, and identify opportunities for improvement and efficiency
  • Gather requirements from business users and translate them into technical and visual requirements
  • Work well independently and collaboratively
  • Work well with minimal supervision, a self-starter
  • Manage and drive projects, and be an active participant on project teams
  • 5+ years SQL for queries and data preparation
  • 5+ years demonstrated Metrics and Reporting experience
  • 3+ years Excel (joins, macros, pivot tables)
  • 3+ years Lean methodologies & tools (such as SAFe, Kanban, Scrum, A3, Agile, Six Sigma) for root cause and process analysis
  • 3+ years Rally or other Kanban tools
  • 3+ years PowerPoint
  • 3+ years collaborating and communicating across technical & non-technical departments and various levels of an organization
  • 1+ years Visio or similar visual workflow tools
  • BA Degree in Computer Science, Operations Mgmt., Business,   Communications or 5+ years of experience in the field/industry
  • 1+ year experience with Tableau
  • 3+ years Relational Databases
  • 2+ years of experience in Customer Support
  • Strong analytical abilities
  • Positive attitude & team player
  • Experience with CRM systems
  • Experience with User Acceptance Testing
  • Project management
  • Highly Organized
  • Detail Oriented
  • Self Motivated
  • Independent