Be aware of scams on social media involving phony job postings. Learn more


Business Analyst - Customer Support & Services

Location: San Diego, CA, USA

Notice

This position is no longer open.

Requisition Number: 202800

External Description:

Responsibilities:

Business Analyst of Teradata Customer Support and Services delivery operational programs, processes, and tools. In this position, they may also be assigned strategic projects in a consultative capacity to develop and support a less experienced program/project manager on the team.  In this role, they will work closely with other team members in Global Operations, various management levels within the America and International Region as well as the Global Support Organization, Managed Services, IntelliCloud and IT.

Objectives:

With a global focus, the Business Analyst is responsible for developing, maintaining and supporting global service delivery processes/tools/systems, including: 

  • Intelligence gathering to define and/or improve service delivery operations, both internal and external (via Industry analysts or competitive practices)
  • Defining requirements that are well socialized with a cross-functional team of Service Delivery resources – and then translating those business/operational requirements to IT and other teams who will be building the capability
  • Balancing internal and external customer wants and needs with Teradata’s Service Delivery organization strategies and needs globally
  • Documenting delivery processes and tools, including documentation/user guides, process flows, training/deployment materials for Operations Team Meetings, CS InfoShares, and Newsletters
  • Coordinate User Acceptance Testing for projects, as needed

Skills and Attributes:

To be successful in this position, the Business Analyst will have/develop a keen sense of the business needs and actions that the program/project/tool is addressing and how it fits into the overall service delivery model.  The ability to translate operational requirements into value-add business gains to identify and quantify business impact is imperative.  The ability to juggle multiple projects simultaneously is also required.  Lastly, the ability to develop and build programs and address requests for change (from the user groups) in a prioritized fashion to ensure that changes are building toward the strategic vision is a must.

The following skills, in particular, will be needed for success:

  • Excellent communication skills (inc. listening skills and asking probing questions as well as oral/written and presentation skills)
  • Demonstrated cross-organization teaming and influence skills, to develop common goals, priorities, requirements, and program/solutions
  • Excellent negotiation skills and the ability to mediate conflict situation
  • Strong project management skills
  • Proven and effective problem-solving skills
  • Highly motivated and a self-starter
  • Results oriented
  • Close attention to detail, yet with the ability to synthesize and communicate in a simple and organized fashion with a sensitivity to the audience of our programs: delivery resources with varied language and culture backgrounds 

Education and Experience:

  • BS in Computer Science or Business
  • 5 – 7 years of experience in service delivery, design, or product/offer management
  • Practical knowledge of the Customer Services business
  • Proven Program management/leadership experience

 

 

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Business Analyst - Customer Support & Services

Job Category: Customer Support

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: San Diego, California US

.