Business Analyst

Andersen, an international IT сompany, invites a Business Analyst to work on a large-scale Kazakhstan project.

The customer is a modern telecommunications company that is expanding broadband internet access to every home in Kazakhstan, as well as providing open Wi-Fi access in major cities. The mission is to provide reliable and high-quality services, ensuring that the clients have access to the latest technology and the fastest possible internet speeds.

The project is a CRM integration of all incoming channels of interaction with customers and processing of requests and support.

Responsibilities:

• Analyzing CRM needs and requirements, including conducting interviews with stakeholders and assessing current processes.
• Defining and documenting the functional requirements for the system, identifying the main functions and capabilities needed for the CRM.
• Developing a call processing algorithm for integrating calls into the CRM and specifying requirements for integration with telephony.
• Developing a plan for integration with the telephone system and defining APIs, as well as analyzing existing telephony systems and their capabilities for integration with the CRM.
• Creating a structure and format for storing knowledge base information and defining categories of inquiries and requests.
• Developing the layout and its functionality, determining the information required for storage in the client's card.
• Integrating with other systems, ensuring data security and integrity.
• Estimating project deadlines, budget, and resources.
• Preparing and conducting CRM testing and user training on the use of the new system.
• Identifying key performance metrics, monitoring CRM and optimizing to ensure efficient operation.

Must-haves:

• Experience as a business analyst with analytical skills, including analyzing business needs and formulating system requirements for 3+ years.
• Experience in CRM development and configuration, preferably based on popular platforms (for example, Salesforce, Microsoft Dynamics, Zoho CRM, etc.).
• Knowledge of the principles of operation and configuration of CRM systems.
• Experience working with popular CRM platforms such as Salesforce, Microsoft Dynamics, Zoho CRM, etc.
• Ability to analyze business requirements and translate them into CRM settings and configuration.
• Experience in integration with telephony and databases, knowledge of APIs, Webhooks, and ETL processes.
• Understanding of the principles of telephone systems and experience in integrating them with CRM.
• Knowledge of the basic principles of building algorithms for call processing and call management.
• Ability to develop algorithms for processing incoming and outgoing calls in CRM.
• Knowledge of the principles of call queue management and distribution of calls between operators.
• Experience in creating and optimizing knowledge bases, developing customer cards in a CRM system.

Nice-to-have:

• The ability to work with data and analyze it to identify patterns and trends.
• Experience in developing user interfaces and optimizing the user experience.
• Knowledge of software testing and debugging methods.

Reasons why this job would be interesting to you:

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here – working with us means reliability and prospects.
• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.
• We welcome specialists from every part of the world.
• Salaries at Andersen are pegged to the EUR, and our employees are provided with a benefit package and an extensive set of bonuses.
• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.
• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.
• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.
• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

Join us!