Business Systems Analyst 3

Location : San Jose CA
Type : Full Time
Req# 33269
Primary Job Responsibilities
As a member of eBay’s global Customer Service (CS) infrastructure team, the Business Systems Analyst (BSA) will help define the strategy, priorities and roadmap for Customer Service systems. The BSA will work closely with project management teams, CS Operations, and Product Development throughout the lifecycle of large scale systems implementations. Emphasis will be on the planning, analysis and design phases of a project. The BSA will also be expected to play a leading role in the implementation of large scale software packages. Potential areas of focus are:
• Act as a liaison to the CS Operations, Site business units, and development organizations, aligning requirements with the delivery of strategic objectives
• Facilitate requirements and facilitate meetings to understand and collect product, business and technical needs
• Proactively identify issues concerning technical limitations and key product requirements
• Maintain and manage relationships with inside/outside vendors and consultants
• Identify and design new processes that may be required in support of the project, using and adapting existing processes where possible
• Ensure new processes are transitioned to appropriate owners for ongoing support and processes are adopted into CS environments where appopriate
• Assist in the project management of new programs
• Ensure alignment of projects and requirements to strategic objectives

Job Requirements
• 5+ years of Business Systems Analyst experience and 3+ years of Program/Project Management experience
• Strong background in business systems analysis throughout the product development life cycle:
• Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product requirements
• Ability to understand and challenge technical proposals
• Ability to develop product requirement documents, functional documents, and with use cases
• Strong presentation and documentation skills, proficient in PowerPoint, Visio, Word and Excel
• Good project management background with a focus on the product development lifecycle
• Subject matter expertise in one or more of the following areas is highly desirable: Content Management, IVR/telephony, contact management (cases, routing, blending)
• Demonstrated:
• Ability to summarize and present complex issues to a variety of audiences: technical, non-technical and executive personnel
• Flexibility and adaptability to fit the needs of the project, making progress despite ambiguity
• Ability to work within existing processes, but able to understand and define where new, different or abridged processes should be used
• Ability to prioritize and re-prioritize as events warrant
• Ability to work across group boundaries and forge cross-functional relationships
• Vendor management
• Experience with:
• Cost/Benefit analysis
• Large system implementations, specifically ERP contact systems
• Vendor package software, configuration, scope management
• Custom-designed software solutions
• Complex system interfaces


Basic Qualifications
• Strong background in business systems analysis throughout the product development life cycle:
• Ability to communicate verbally and in writing clearly and succinctly, complex design and technical issues, as well as business and product requirements
• Ability to understand and challenge technical proposals
• Ability to develop use cases
• Strong presentation and documentation skills, proficient in PowerPoint, Visio, Word and Excel
• Good project management background with a focus on the product development lifecycle
• Subject matter expertise in one or more of the following areas is highly desirable: Content Management, IVR/telephony, contact management (cases, routing, blending)
• Demonstrated:
• Ability to summarize and present complex issues to a variety of audiences: technical, non-technical and executive personnel
• Flexibility and adaptability to fit the needs of the project, making progress despite ambiguity
• Ability to work within existing processes, but able to understand and define where new, different or abridged processes should be used
• Ability to prioritize and re-prioritize as events warrant
• Ability to work across group boundaries and forge cross-functional relationships
• Vendor management
• Experience with:
• Cost/Benefit analysis
• Large system implementations
• Vendor package software, configuration, scope management
• Custom-designed software solutions
• Complex system interfaces

Education :Bachelors Degree or Equivalen