Senior Business Analyst (Customer Support Efficiency)
Лаборатория Касперского
Полная занятость
Опыт: 3-6 лет
Описание:
Description: We are a team of business analysts in the Technical Support department. We are looking for someone to ensure that customer support workflows, business processes, and systems are efficient, standardized, and continuously improved. This role focuses on defining, analyzing, and optimizing business processes and tools, improving service quality, and monitoring performance metrics to drive customer satisfaction and business impact. Key Responsibilities: Analyze, maintain, and optimize support business processes, systems, and service delivery. Identify inefficiencies and recommend improvements to enhance productivity and response times. Define and implement quality control measures and KPIs. Conduct performance monitoring and process audits. Collaborate with automation and system teams to integrate technology-driven solutions. Develop best practices and training programs for support teams. Ensure smooth coordination between Support, IT, Product, and other teams. Analyze customer feedback and integrate insights into process and system improvement initiatives. Hiring requirements: Higher education (preferably in IT, Management, or Business Informatics). At least 5 years of experience as a Business Analyst or in a related role such as Process. Improvement Specialist, Systems Analyst, or Business Process Manager. Experience in customer support, IT, or digital services will be prioritized. Fluent in Russian (written and spoken). English proficiency at Upper Intermediate level or higher (writing, business correspondence, video conferences with native speakers). Required Skills: Strong experience in business process and system analysis, documentation, and improvement (SLA, OLA, regulatory documents). Expertise in process modeling notations (BPMN, UML). Data-driven decision-making: ability to analyze large datasets and draw actionable insights for process improvements. Experience in defining KPIs and SLAs to ensure high service quality and operational efficiency. Knowledge of customer support best practices for process and performance management. Strong project management skills, particularly in agile environments, ensuring timely project delivery. Ability to develop training materials and provide ongoing training support to ensure adherence to new processes and procedures. Strong attention to detail and ability to manage relationships with key stakeholders. Ability to create clear, concise documentation, including business process maps, technical specifications, and user guides. Proficiency in MS Office, PowerPoint, Jira, Confluence. Experience in CRM implementation is a strong plus. Proficiency in data analysis tools (e.g., Excel, SQL) for generating actionable insights. ITIL knowledge. Excellent communication skills, with the ability to explain complex technical concepts across departments. Experience with presenting information graphically (Visio experience is a plus). Critical thinking, problem-solving, and the ability to perform root cause analysis and develop corrective actions for operational bottlenecks or service issues. Abili
