Sr Analyst Business Systems - Chatbot at TransUnion

What You'll Bring

• Familiarity with bot technology uses, process automation, process documentation
• Strong technology and business acumen
• Strong problem-solving skills (business & technical)
• Good analytical and synthesis skills
• Strong intellectual curiosity with a desire to understand the root cause of a challenge/problem/opportunity
• Past experience in a deadline-driven, fast-paced environment is a must have
• Previous Call Center and back office knowledge/experience is preferred
• Works independently and with minimal guidance; requires limited supervision
• Must have exceptional verbal and written communication skills
• Bachelor’s degree or equivalent work experience required
• Strong computer skills, including Microsoft Office suite proficiency, is required
   

Impact You'll Make

Working in the Process Management and Reporting area of the Consumer Operations group, the Business Analyst will play a key role in enhancing the overall customer experience and helping TransUnion meet its financial objectives by identifying and addressing process efficiency gaps through contact center automation and process optimization.

• Analyze and interpret data across multiple contact center channels to identify high impact consumer journeys for automation, process improvement and cost savings.
• Support the launch, implementation, management and reporting of call center and back office Bot solutions.
• Work with Product Owner and other stakeholders to capture business impacting requirements and translate them into technical approaches and designs that can be implemented.
• Create and maintain documentation of existing processes and work streams
• Perform User Acceptance Testing (UAT) activities through oversight and participation in building test cases, execution of tests, defect reporting and sponsor notification.
• Validate data content and integrity
• Act as a Subject Matter Expert for various customer and consumer facing online applications, helping with configuration, customer set up, process monitoring and incident management.
• Make recommendation for process improvement and define project scope for successful implementation or problem resolution.