We are seeking a Customer Service Systems Analyst to contribute to Stericycle by applying knowledge related to customer contact centers, loyalty programs, UX webdesign and B2B e-commerce solutions to effectively support existing processes/applications while identifying, designing, and deploying enhanced processes and technology solutions supporting the operational requirements and/or strategic initiatives of our Customer Experience team.
Manages partnership with internal and external technical and non-technical teams
Uses flowcharts, swim lanes and other graphical tools to capture and explain processes..
Monitors day-to-day activities of digital builds, such as mobile applications, web experiences and digital products..
Gathers, analyzes and documents business requirements to support the design and development of technology and process improvement solutions.
Ensure that projects and pilots are completed as planned and with the highest of standards..
Creates system and end-user documentation to support new system implementation, enhancement deployment and incident management efforts.
Can deliver training (As a SME) and performs knowledge transfer to team members as required. Helps the sample selection, interpretation and reporting of the Customer Satisfaction Survey; elaborates reports based on simple data queries with SalesForce and other internal databases.
Bachelor's degree in Business, Marketing, Engineering or the equivalent in work related experience; Master's degree preferred.
Two to Four years of experience in Contact Centers or Customer Experience design. .
Experience with Salesforce, SAP and workflow automation preferred..
Strong knowledge of all phases of digital development from concept to information architecture to design, development, and QA.
Knowledge on designing web based and other self-service tool/systems
Ability to prioritize and manage multiple projects simultaneously in a fast paced environment a must.
Demonstrates proficiency in MS Office suite, MS Project and Visio.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
It is the policy of Stericycle, as an equal opportunity/affirmative action employer, to hire the best qualified people available without regard to race, creed, color, sex, sexual orientation, marital status, age, national origin or ancestry, religion, status with regard to public assistance, order of protection status, disability, or veteran status.