Business Analyst- Home Services Operations

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POST DATE 9/16/2016
END DATE 10/11/2016

Sears Round Rock, TX

Company
Sears
Job Classification
Full Time
Company Ref #
50733613
AJE Ref #
576194969
Location
Round Rock, TX
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree

JOB DESCRIPTION

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**This role is located in Round Rock, TX*

The Business Analyst is responsible for supporting the activities of the Home Services Operations Team and the Sears Home Services Call Center organization by partnering with Business Operations, Workforce Management, Channel Management, Training, Quality, and other partners to develop requirements & processes to ensure the growth of Sears Holdings Corporation revenue, decrease operational expenses, and improve the customer experience. This is an entry level role, with the opportunity to learn business practices in a robust, collaborative environment. The Business Analyst is responsible for analyzing and consolidating customer data records in the appliance repair space. This position has the opportunity to evolve with business needs.Job Duties/Responsibilities:
* Works with business partners to capture business needs
* Ability to provide business decision support analysis including data queries, data analysis and ad hoc reporting
* Clearly articulates and documents business requirements
* Assesses the risks of various solutions and prioritizes competing business demands
* Will be acting as domain expert in the field of repair, CRM and identity management
* Coordinates project delivery by participating in design reviews and walk-throughs to communicate systems designs and validate proposed solutions
* Obtains key inputs from enterprise architecture teams and identifies solution interdependencies
* Engages with knowledge workers to incorporate usability and user interface needs when designing systems
* Proactively resolves customer satisfaction issues
* Negotiates contracts, manages relationships, and monitors vendor performance against SLAs

Job Requirements:* Experienced in working with large data
* Proven experience writing queries SQL Server & Excel experience required
* Collaborative relationships building skills
* Ability to drive and support consistent process execution
* Project management skills
* Ability to take ownership and accountability
* Problem solving and decision making skills
* Ability to execute practices in support of driving a positive customer experience
* Influencing and negotiating skills
* Ability to lead through others
* Call center reporting knowledge with the ability to identify trends

Preferred Skills:* Experience working in RPython or Tableau
* Project management experience in a contact center environment
* Strong working knowledge of Sears Holdings Corporation (SHC) Customer Care Network (CCN) business, including established practices and systems
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