Job Description Business Analyst, Customer Service
At Avigilon we are helping solve some of the biggest challenges around safety and physical security by developing advanced artificial intelligence (AI) technologies and products that are used to help keep people, businesses, and cities around the world safer. Avigilon, a Motorola Solutions company, designs, develops, and manufactures advanced AI, video analytics, network video management software and hardware, surveillance cameras, and access control solutions that help change the way people interact with their security systems.
Founded in 2004 in Vancouver, Avigilon has been a driving force behind the security industry's AI evolution and has continuously been a company that stands for innovation and growth. At Avigilon, you will find a culture of thought-leaders who are passionate about creating exciting new solutions for security and surveillance. We seek problem-solvers who are eager to rise to the challenges of a continuously evolving technological industry, and those who want to make an impact of the safety of people and businesses globally. Position Overview:
Reporting to the Manager of Technical Support, the Business Analyst, Customer Service is responsible for coordinating with the leadership team to design, develop, and release new processes and efficiencies into production, while also improving what is currently in place. This role will provide actionable insights into the operations and performance of Technical Support at Avigilon.
Great relationship building, communications skills, quality and accuracy are essential. You will be engaging the business stakeholders to understand and develop solutions to fit their needs; always ensuring that you are aligned with Avigilon's current vision. Responsibilities include:
• Weekly, monthly, quarterly and annual reporting and dashboards for Technical Support. This includes defining new reports, automation and presenting relevant information. • Work with key stakeholders to identify, research and understand business requirements • Evaluate current business processes, identify opportunities, and provide recommendations for changes to business processes • Apply your expertise as a business analyst and help automate processes • Simplify complex data/information and present it clearly to relevant stakeholders • Manage multiple projects varying in size; ensure on time delivery • Foster strong inter-departmental relationships built on trust, communication and co-operative efforts • Provide input and analysis into budgeting, scheduling and forecasting support needs • Assist in developing the roadmap and building strategies for the Technical Support Team to be most efficient Qualifications:
• 3+ years in business and/or systems analyst experience • 3 years supporting customer service and support teams • Experience with Salesforce/CRM reporting systems • Familiarity with databases such as Microsoft SQL, MySQL, Oracle, etc • Experience with Jira, Confluence, or Atlassian tools is a plus • Experience in a contact or support centre environment • Advanced skills in Excel (pivot tables), and data visualization • Excellent time and project management skills • Detail oriented and quality focused