Senior Business Systems Analyst – Global Customer Care & Experience
Equinix
Bangalore, India
2d ago

Senior Business Systems Analyst Global Customer Care & Experience

Who are we?

Equinix is the world’s digital infrastructure company, operating 210 data centers across the globe and providing interconnections to all the key clouds and networks.

Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments.

Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives.

Our culture is based on collaboration and the growth and development of our teams.

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions.

We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary :

Partners with Business Groups to ensure delivery of applications aligned to the business and IT strategy, as well as the support of those applications.

Works with Business Groups to define their global IT requirements and to analyze appropriate solutions. Manages projects from inception to completion with matrix, global teams.

Responsibilities

Business Requirements Analysis

  • Partners with business stakeholders to analyze, define and document business requirements, within and across functional areas
  • Drives best practices during requirements gathering and modeling
  • Has a strong focus on gathering core requirements, beyond stated requirements and correctly places these within a broader context
  • Understands business environment and helps to connect / align relevant business stakeholders
  • Process Modeling and Design

  • Partners with business stakeholders to analyze, define and document business processes within and across functional areas
  • Drives best practices during requirements gathering and modeling
  • Understands business environment and helps to connect / align relevant business stakeholders
  • Stakeholder Management

  • Manages stakeholder expectations and communications within and beyond functional track
  • Knows business environment well enough to identify and proactively include the correct stakeholders
  • Interacts regularly with senior management level stakeholders, and demonstrates value from realized projects
  • Solution Design

  • Responsible to design and document cross-functional and global solutions, drawing on functional expertise of functional and technical team members or vendors, as appropriate
  • Advises on solutions prepared by peers or supporting team, and champions good design practices
  • Documentation

  • Documents and reviews broader team documentation
  • Supports team in identifying and defining relevant documentation templates pertaining to solution delivery
  • Is a champion for knowledge transfer to enable / empower other team members
  • Functional Design

  • Develops functional designs for applications, integrations and conversions
  • Ability to work on multiple functional areas and integrations with third party products
  • Keeps up to date with industry trends and vendor capabilities to produce robust functional designs
  • Reviews functional designs and obtains sign-offs with the cross functional business and IT teams
  • Provides inputs into business processes based on design capabilities
  • Champions sustainable, forward-looking functional designs
  • N / A
  • Testing & Test Design

  • Coordinates integration testing, validates test cases with stakeholders for user acceptance testing and training, and obtains sign-offs
  • Coordinates defects clarification, triage and coordinate resolution with engineering teams
  • Project Management

  • Manages multiple application releases and projects
  • Manages stakeholder expectations
  • Designs release scope and schedule in line with business goal, prioritization and IT capacity
  • System Configurations

  • Configures applications in line with business goals
  • Designs forward looking configurations by recognizing future needs aligned with the business roadmap
  • Develops configuration standards
  • Day to Day Support (Production Support)

  • Supports and trains junior resources and oversees quality in triage and troubleshooting practices
  • Leads troubleshooting efforts on critical issues with cross functional teams through resolution
  • Identifies improvements to address repeat issues
  • Training and Change Management

  • Works with functional leadership teams to set expectations and conduct planning and execution of SME training activities
  • Defines, communicates, and implements support and engagement plans
  • Analyzes adoption rates and issues and assesses business case realization and proposes solutions to improve
  • Vendor Management

  • Manages / leads individual consulting resources as assigned
  • Participates in vendor advisory boards and user groups
  • Vendor & Application Technology Evaluation

  • Executes medium-scale vendor evaluations, pricing negotiations and software acquisitions
  • Prepares management communications and gets stakeholder input for recommendations
  • Qualifications :

  • 7 years of experience working as a Business Systems Analyst in all phases of the software development process including requirements gathering, design, implementation, release, and maintenance
  • Bachelor's in Information Systems, Computer Science, Business or related field
  • Exhibits keen interest and experience in working with evolving business models in a large scale, complex, transformational program
  • Expertise in leveraging Salesforce Service Cloud to solve business problems
  • Proven experience working in Agile software development lifecycle
  • Soft Skills

  • Exceptional problem solver who is comfortable finding and pushing solutions beyond the status quo
  • Strong sense of personal ownership in the quality and effectiveness of delivered solutions
  • Ability to realistically balance scope and requirements against timelines
  • Capability to autonomously make effective decisions and pursue tasks based on project scope and vision
  • Interest in developing an understanding of relevant technical subject matter that ensures a solid foundation for collaborating on solutions
  • Ability to build relationships, influence key decision-makers, and collaborate on a cross-functional team comprised of diverse personalities, skill sets, and levels of experience
  • Strong team player who can bridge gaps across Business Groups and work effectively with teams and stakeholders to establish and accomplish business objectives
  • Exceptional ability to gather, organize and evaluate any information or data needed as input from stakeholders and development team to determine requirements and specifications
  • Effective communicator that works well in a collaborative team setting
  • Excellent written and verbal communication skills, and exceptional emotional intelligence
  • Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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