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Senior IT Business Systems Analyst (Contact Center Applications)

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Date: Jun 22, 2022

Location(s): Juno Beach, FL, US, 33408

Company: NextEra Energy

Requisition ID:  62576 

 

Our reliability is one of the best in the nation, and we’re working to make it even better. We live here too. That’s why we’re committed to making Florida a better place. Join our team today Learn more

 

Position Specific Description

This position works with contact center applications (CRM, IVR, Recording Solutions, other) applications to help with projects and/or support for the contact center business operations. Business Analyst on this role interacts directly with internal customer from the contact center and customer experience business unit to understand business process and translate into business requirements for developers to improve IVR application processes or to create new ones. Individuals utilize their knowledge of the business partners to facilitate in-depth business process analyses.

 

Job Duties & Responsibilities

  • Analyzes, designs, tests, debugs, implements, and integrates IVR applications and or call center applications (CRM, recording solution, dialer, Cisco Finesse, other).
  • Provides functional guidance to business unit personnel, develops user stories, test cases and execute them
  • Designs and writes the scripts required for call center applications (mentioned above)
  • Participates in the change management and service ticket management processes, including receiving, resolution monitoring, and ensuring customer satisfaction
  • Works with application vendor as well as other business units to drive projects to successful implementations
  • Ensures user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
  • Ensures that systems and processes (including those of external service providers) comply with corporate social responsibility, security, compliance, and other applicable policies, standards, and legislation
  • Meets daily, weekly, and monthly following agile methodologies and ceremonies
  • Performs other job-related duties as assigned

 

Required Qualifications

  • High School Grad / GED
  • Bachelor's or Equivalent Experience
  • Experience: 5+ years

 

Preferred Qualifications

  • Bilingual (English and Spanish)
  • Experience with Jira, Qmetric
  • Agile methodology
  • SAFe certified
  • Effective Written Communications
  • Effective Verbal Communications
  • Strategic Planning

Job Overview

This job analyzes business processes and practices and identifies technology opportunities. Employees in this job design and implement information technology solutions to meet customer needs and business goals and strategies.

Job Duties & Responsibilities

  • Demonstrates a strong familiarity with business processes that are in their area of business focus
  • Establishes and manages effective customer relationships with users of business, financial and operations systems, as well as technical team members
  • Applies advanced analytical skills within functional area to decompose work into manageable value-based units
  • Responds to requests, identifies conflicts, and makes recommendations where needed
  • Devises or modifies procedures to solve complex problems
  • Uses knowledge of business processes to identify interdependencies and functional gaps
  • Builds strong working understanding of the technical solution being delivered and analyzes and determines failure points in the solution
  • Contributes to the application testing process (directly or to support end users)
  • Creates and updates documentation, as appropriate, for selected project framework
  • Maintains a familiarity with market trends in technology
  • Performs other job-related duties as assigned

Required Qualifications

  • High School Grad / GED
  • Bachelor’s or Equivalent Experience
  • Experience: 5+ years

Preferred Qualifications

  • None

 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category:  Information Technology
Organization:  Florida Power & Light Company 
Relocation Provided:  Yes, if applicable

 

Where permitted by applicable law, NextEra Energy requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

 

NextEra Energy is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

 

NextEra Energy provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to recruiting-coordinator.sharedmailbox@nexteraenergy.com, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

 

NextEra Energy will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

 

NextEra Energy does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

 


Nearest Major Market: Palm Beach
Nearest Secondary Market: Miami