Business Analyst TOA Technologies
TOA Technologies is the leading provider of cloud-based mobile workforce management and customer appointment management applications for both midsize and large enterprises. TOA?s patented platform and processes dramatically improve customer service while reducing operational costs and providing immediate return on investment. As the industry's only solution using predictive, time-based analytics and performance pattern recognition, TOA?s ETAdirect reduces customer wait times and increases field and back-office workforce efficiency. TOA (?Time of Arrival?) automates communications across multiple channels to proactively keep customers apprised of their appointment status. TOA delivers unparalleled cost savings by providing on-demand tools for real-time planning, routing, dispatching and tracking of workers in the field. TOA's system deploys quickly, is highly configurable and is easily integrated with existing CRM and other host systems.
TOA Technologies has been recognized by Gartner analysts as a Leader and Visionary company for the past eight years running. This is based on our company?s completeness of vision, diverse industry success, 100% successful delivery record across a global tier-1 customer base and unparalleled performance (99.996% uptime for the trailing 24 months). The innovative nature of our ETAdirect software service has been recognized by customers, analysts and investors because of its ability to streamline the mobile workforce environment and enhance the customer experience. No other mobile workforce management solution in the market enables real-time predictive communications between companies, their field employees, and their customers.
By offering a best-of-breed solution for mobile workforce management that is focused on customer care, TOA provides companies worldwide with a robust, modular platform for enhanced service and goods delivery. TOA?s natively integrated products and web-based delivery model allow clients to immediately reap benefits from reduced costs, increased revenue generation capacity and improved customer satisfaction. TOA focuses on the most valuable asset every company has ? its customers ? by vastly enhancing the customer experience through predictive technology.
TOA's mobile workforce management solution is deployed at leading companies worldwide in a range of industries, including Cable and Broadband, Telecommunications, Retail, Utilities, Business and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Canada, Europe, Australia, New Zealand and throughout Latin America.
Business Analyst Job Description
Support the TOA Solution Architect in the creation and writing of the BRS (Business Requirements Specification) based on the TOA implementation methodology.
Create and write the SRS (System Requirements Specifications) based on TOA implementation standard methodology to achieve the end result of approval from the TOA Technology Center.
Responsible for configuring TOA?s solution, ETAdirect.
Validate TOA Internal QA testing.
Prepare and execute Integration Test and Integration Certification.
Review and validate testing overage and execution of the UAT Test Plan.
Investigate and report project related issues.
Support training of the customer Project Team SMEs.
Lead the UAT with the customer Project Team SMEs.
Participate and support the customer go-live.
Provide post go-live support, as appropriate.
Bachelor?s degree in Information Technology, Computer Engineering, Business (with a strong IT background), Industrial Engineering (with a strong IT background), or other related degrees.
5 - 7 years demonstrated experience as a Business System Analyst specifically in a consulting or software vendor capacity.
Strong preference for experience in the workforce management industry and/or with OSS/BSS, ERP and/or CRM systems, or other complex, enterprise-wide software implementations.
Experience with configuring applications (Third Party Enterprise Software Applications) onsite at a customer location.
Ability to read SQL and write XML code.
Must have experience working remotely from a home-office.
Applied business and technical experience is essential including a good Understanding of Business Rules & Constraints, developing use case scenarios.
Business and Technical writing skills, including a working knowledge of Basic Flowcharting Tools (i.e. Visio, Omnigraffle) and intermediate MS Office skills; including Word and Excel.
Experience in Data Mapping, System Mapping, Technical Specification (i.e.: Interface) documentation.
Ability to clearly communicate technical concepts to non-technical users.
Demonstrated Passion, Enthusiasm and Sincerity about serving the customer.
The ability to prioritize assigned work to deliver high-quality, on-time, on budget, successful implementations.
A high sense of time, urgency and motivation to get the job done with the ability to quickly learn the business.
Proven capability to take initiative and drive to resolution key service delivery activities.
Experience researching client and industry-related business/technical processes and incorporating that research into an implementation.
The utmost integrity, honesty and confidentiality in all matters pertaining to the conduct of business operations.
Experience in developing event-driven and service-oriented architectures.
Experience with various enterprise messaging technologies.
Multi-national and multi-cultural experience.
Remote work with an expectation of 50%+ travel.
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