Business Analyst TOA Technologies
TOA Technologies is the leading provider of Cloud-based mobile workforce management applications for large enterprises. Its patented platform improves customer service while dramatically 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 reduces customer wait times while increasing field workforce efficiency. TOA automates Time Of Arrival communications across multiple channels to proactively keep customers apprised of their appointment status. It 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 solutions.
Gartner analysts have recognized TOA Technologies as a visionary company for the past three years running, based largely on the company?s completeness of vision. Customers, analysts and investors have recognized the innovative nature of our ETAdirect mobile workforce management software 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?s 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 and Home Services.
TOA Technologies is headquartered in Cleveland, Ohio, with offices in the United States, Europe and Latin America.
TOA is time-based
At TOA, time is the generative element. While our competitors focus primarily on technicians, work orders and equipment, we take all of those things into account, but we focus on time and how to translate time into improving efficiency and customer satisfaction. Our predictive technology measures how long it takes to perform tasks, accumulating information about what is happening in the field and using this information to provide better planning and management of the workday. A time-based approach ultimately leads to a better customer experience.
TOA is predictive
Most vendors in the mobile workforce management space set work time in blocks ? 45 minutes, 90 minutes, and 120 minutes. The problem is that this approach doesn?t reflect how people actually work. Some technicians or delivery people are better at some types of work than others. Travel times can change between locations. TOA?s unique predictive technology combines the historical performance of your teams, along with real-time information about the current workday, to be able to predict a one-hour time window with 96 percent accuracy.
TOA is self-learning
People can learn everyday and get better. Software should be the same. At TOA, our unique software as a service learns. It learns everything that happens and it continually improves. The more you use it, the smarter it gets. It learns the work patterns of your service or delivery people. Its predictive technology learns how long it actually takes your people to get from point to point, and it automatically incorporates that learned information into making smart decisions for you.
At TOA we have figured out how to turn conventional wisdom on its head by improving efficiencies by enhancing the customer experience.
Additionally, we can quantify the benefits that we deliver. With TOA?s service optimization solutions, you can improve:
Operational Efficiency Companies that have used TOA?s customer interaction management system in the past have reported a 75% reduction in overtime, 47% increase in the rate of jobs completed each day and 40% decrease in miles driven per appointment.
Customer Satisfaction Customers that have used our customer interaction management system have reported a 30% improvement in on-time performance and a 98% customer satisfaction rate.
Economics By optimizing your service through TOA, you can save money. By increasing efficiency, TOA saves its customers an average of $10,000 per mobile employee per year.
Business Analyst Job Description
Research the information of the current situation and define the system requirements and appropriate use cases for the configuration of the ETAdirect solution.
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.
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.
Must have experience working remotely from a home-office.
Applied business and technical experience is essential including a good Understanding of Business Rules & Constraints.
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.
Understanding of C++, SQL and XML a plus.
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.
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.
Travel requirement: 50% +
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