Microsoft D365 (CE) Senior Business Analyst

About

HCLTech are currently hiring for a Senior Business Analyst for a 6 month (+) contract assignment in Bellville, Cape Town.

Role

Senior Microsoft D365 (CE) Business Analyst

Duration

6 months +

The successful candidate will predominately perform their tasks within the Dynamic365 environment but may be required to assist the other areas as well.

Responsibilities

• Consult with business to identify business problems and opportunities
• Assist with conceptualization, proposal of solution and business case development
• Analyse and decompose relevant business processes and understand the impact on business
• Elicit, analyse, document and maintain business requirements and functional specifications
• Administration, planning and organizing of work to ensure successful and on time delivery
• Align project outcome with business strategy and solution governance
• Ensure that solutions deliver on business expectation
• Align with D365 Consultant and Business Architect on proposed solutions
• Participate in quality assurance and user acceptance testing
• Investigate production incidents and change requests to identify solutions and work with development team to implement solutions
• Provide support and collaborate with project management, change management, training, design, development and testing competencies
• Comply with company policies and procedures, standards and methodologies
• Stay current on industry practices and trends in the short term insurance and Contact Centre Support environments and contribute innovative ideas for the use of technology and improvement of processes
• The ability to provide guidance to business regarding management information trends based on historical information

Skills & Experience

• Commerce, analysis or information systems degree, Business Analyst Certification
• Understand the use of process modelling methodologies and tools e.g. Lean and Six sigma / Enterprise Architecture
• Experience in workshop facilitation and communication with stakeholders both internal and external and at different levels of the organization
• Knowledge of Contact Centre operations is essential
• Knowledge of Dynamic365 platform is advantageous
• Experience in the use of project management techniques and methodology advantageous
• Experience with working in an agile environment e.g. scrum, managing product backlogs and writing user stories is essential
• Experience in the short-term insurance industry is advantageous
• Experience in Operations management principles is advantageous

Competencies

• Delivering results and meeting customer expectations
• Applying expertise and technology
• Understanding of high-level systems architecture
• High level understanding of Contact Centre CRM and Telephone capabilities
• Analytical Capacity
• Leadership

Additional Competencies and Skills

• Strong analytical and problem-solving ability
• Strong customer service orientation and collaborative interpersonal style
• Thorough knowledge and understanding of business, process and technology environments
• Effective communication skills, both written and verbal
• Effective relationship building skills and ability liaise with stakeholders at all levels, internal and external
• High confidence, self-driven individual who can remain calm and focused under pressure
• Ability to manage own workload and timelines
• Facilitation of workshops, decision-making and actions to enable teams to agree next steps
• Ability to effectively deal with conflict situations
• Ability to be organized while working in a complex, fast-paced and dynamic environment
• Ability to take ownership, lead and initiate action and drive actions to completion

HCL Technologies is an Equal Opportunity Employer. Applicants receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.

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