Customer Portal Business Analyst

Vertiv, a $ global organization with more than 25,000 employees, designs, builds, and services critical infrastructure that enables vital applications for data centers, communication networks, and commercial and industrial facilities. We support today's growing mobile and cloud computing markets with a portfolio of power, thermal, and infrastructure management solutions.   

We are now looking for a Customer Portal Business Analyst to join our Customer Portal team in Pune, India  

Position Overview: Vertiv is seeking a Customer Portal Business Analyst to join our dynamic team.  In this role, you will be responsible for identifying, understanding, and translating business requirements into actionable user stories, optimizing business processes, and ensuring data-driven improvements. Collaboration with cross-functional teams, conducting user acceptance testing, creating user documentation, and facilitating Agile development processes will be key aspects of your responsibilities. 

Responsibilities  

Requirements Gathering:  

Collaborate with internal stakeholders to understand and document business requirements for the customer portal. 

Translate gathered requirements and insights into clear and concise user stories within Jira, ensuring alignment with project goals. 

Collaborate closely with other members of the Customer Portal team including the Customer Portal CoE Leader, product owner, product manager, project manager, developers, communication specialist, and QA specialists to capture any business, customer, or technical requirements 

Leverage data and insights from Pendo to identify user needs, pain points, and areas for enhancement. 

Utilize UserSnap to capture and document user issues in Jira, ensuring they are addressed in a timely manner. 

Business Process Analysis:  

Analyze existing business processes related to customer interactions and identify areas for improvement. 

Work with teams to streamline processes and optimize workflows within the portal. 

Ensure alignment of portal functionalities with business objectives. 

Data Analysis and Reporting:  

Working closely with the Pendo specialists focused on user analytics, request and analyze data related to customer interactions within the portal. 

Use data-driven insights to propose enhancements and optimizations. 

User Acceptance Testing (UAT):  

Collaborate with the quality assurance team to execute UAT and ensure a bug-free user experience. 

Document and report issues, and work with development teams for resolution. 

Documentation and Training:  

Create user guides and documentation for customers and internal teams. 

Conduct training sessions to ensure customers can effectively utilize the portal's features. 

Provide ongoing support and updates as needed. 

Agile Collaboration:  

Act as a bridge between business stakeholders and development teams, facilitating effective communication and ensuring a shared understanding of project objectives. 

Participate in Agile development processes, including sprint planning, backlog grooming, and sprint reviews. 

Assist in the prioritization of user stories and tasks to meet project timelines and objectives. 

Qualifications   

Education and Experience:  

Bachelor's degree that required critical thinking and organized and well-structured writing. 

3+ years of experience as a Business Analyst or similar role, preferably in the development and management of B2B or enterprise applications. 

Proven track record of successfully gathering and translating business requirements into user stories and actionable project goals. 

International experience is required. 

Experience in an international System Integrator company is a plus. 

Technical Proficiency:  

Proficiency in using project management and collaboration tools such as Jira  

Knowledge of Agile methodologies and experience in Agile project environments. 

Familiarity with user analytics tools and the ability to extract meaningful insights from data. 

Strong data analysis and reporting skills. 

Knowledge of Agile methodologies and experience in Agile project environments. 

Experience with User Acceptance Testing (UAT) processes and tools. 

Communication and Collaboration:  

Excellent communication skills, both written and verbal, with the ability to effectively collaborate with cross-functional teams. 

Strong collaboration skills, promoting teamwork and fostering a culture of cooperation within the team. 

Strong problem-solving skills and the ability to identify areas for process improvement 

Strong spoken and written English language skills are required. 

Problem-solving and Critical Thinking:  

Strong analytical and problem-solving skills, with the ability to identify areas for process improvement 

Continuous Improvement Mindset:  

Demonstrated commitment to continuous improvement, including experience implementing Agile methodologies and optimizing development processes. 

Certifications:  

Relevant certifications in Business Analysis or Agile methodologies would be a plus. 

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