Business Analyst - Customer Experience

The Business Operations Analyst will engage directly with customers, partners, and business leaders to ensure CDW stakeholders adhere to uniform ITS operational standards, enhancing operational preparedness and team productivity. They will work directly with departments such as Operations, Sales, Finance, Marketing, Product Development, IT, and Senior Leadership to compile precise information, to make informed, data-driven decisions.  This role demands a mix of analytical expertise, discretion, strategic insight, sound judgement, business acumen, and exceptional presentation abilities.  Additionally, it involves overseeing the office's operations and its clients. 

Key Responsibilities: 

• Work with business leaders and key stakeholders to solve complex issues by analyzing business problems, determining root cause, providing solution alternatives, and creating clear and actionable steps to drive resolution 

• Provide expert consultation, insight and analysis to business leaders on strategic projects, key initiatives and both long-term and short-term organizational goals. 

• Supervises critical activities related to the organization’s operational management and strategic projects. 

• Serve as a thought leader to define and articulate business processes and workflows, system usage, user behavior, and information requirements. 

• Represents the Operations team in addressing intricate business matters, mediating conflicts, or settling grievances. 

• Possesses the authority to develop, influence, interpret, and enforce management, financial or operational practices. 

• Investigate and resolve matters of significance on behalf of management. 

Additional Responsibilities: 

• Lead cross-functional teams to clarify, prioritize, validate and document business operational requirements, ensuring clear comprehension of business objectives, project goals, deliverables, and metrics. 

• Engage in negotiations and facilitation to achieve consensus on solution scope and objectives. 

• Assist business partners with both quantitative and qualitative analyses to support the investment decisions required for implementing a solution. 

• Partner with business partners to evaluate their readiness for change and act as a change advocate. 

• Maintain a holistic perspective of business processes and tools to address intricate problems with creativity and innovative solutions. 

• Develop strong internal relationships with key stakeholders and subject-matter experts across the organization. 

• Ability to influence others to accomplish tasks outside of the direct span of control.  

• Generate ideas and support the execution of creative cost-reduction strategies.  

• Plan and facilitate requirements gathering using focus sessions, one-on-one interviews, and job shadowing. 

• Transform raw data into broader business summaries with actionable insights for company executives and senior leaders.  

• Build metric dashboards based on business requirements. 

• Develop detailed documentation, including business requirements, functional specifications, and process flows. 

• Coordinate the compilation and distribution of requirements, business cases, use scenarios, documentation, as well as test plans, test cases, scripts, management, and approval processes. 

• Conduct User Acceptance/Functional testing as needed to ensure the efficiency of business operations 

• Develop standard operating procedures (SOPs) and maintain training materials. 

• Effectively deliver presentations and train colleagues on operational procedures as well as various business applications and tools. 

• Assist in the education and promotion of related methodologies and processes to stakeholders across the organization. 

• Subject matter expert in operational tools and procedures, specializing in researching and analyzing business process challenges to recommend enhancements and upgrades for departmental efficiency.  

• Responsible for directing, mentoring, and coaching the lower-level analysts. 

Minimum Qualifications: 

• Bachelor’s degree in Finance, Information Technology, or a related field. 

• 5 years of experience identifying and documenting business needs and specifications through business analysis. 

Other Required Qualifications: 

• Demonstrated understanding of business analyst tools and techniques.  

• Proficiency in requirements gathering, software support, data mining tools. 

• Demonstrated ability in planning and deploying strategic initiatives. 

• Demonstrated experience in process definition, facilitation, documentation, change control, and process improvement. 

• Proficiency in facilitating and leading meetings, tailoring messages for different audiences. 

• Strong analytical skills and critical thinking capabilities. 

• Strong problem-solving skills with an understanding of business concepts and models. 

• Demonstrated negotiation and persuasion skills, with the ability to enable win-win resolutions. 

• Proficient in resolving conflicts with appropriate escalation. 

• Strong attention to detail. 

• Ability to elicit project and system requirements. 

• Ability to work effectively in a high-performing team environment. 

• Excellent written and verbal communication skills, effective across company and department boundaries. 

• Excellent customer service skills  

• Excellent organizational skills  

• Strong presentation skills  

• Demonstrated proficiency using MS Office and Visio tools  

Preferred Qualifications: 

• 8 years of experience as a business analyst, identifying and documenting business needs and specifications. 

• Master's degree in Business or Advanced Information Technologies. 

• History of teaching or mentoring professionals. 

• Intermediate knowledge of Business Analysis Body of Knowledge (BABOK) guidelines  

• Fundamental knowledge of Project Management Body of Knowledge (PMBOK) guidelines  

• Fundamental knowledge of change management principles.  

• Familiarity with cost/benefit and ROI data analysis. 

• Fundamental knowledge of risk management principles.  

• Advanced proficiency in business analysis techniques and principles. 

• Experience in managing or supporting project management activities, such as timelines and deliverables. 

Pay range: $ 68,000 - $ 93,000, depending on experience and skill set 
Benefits overview: https://cdw.benefit-info.com/ 
Salary ranges may be subject to geographic differentials