Role: Business Systems Analyst / Product Manager – Managed Payments
Location: San Jose, 95125
Duration: Long Term Contract
Pay Rate: 60.30/hr USD
Summary
Client is a global commerce leader including the Marketplace, StubHub and Classifieds platforms. Collectively, we connect millions of buyers and sellers around the world, empowering people and creating opportunity through Connected Commerce. Founded in1995 in San Jose, Calif., Client is one of the world's largest and most vibrant marketplaces for discovering great value and unique selection
Roles & Responsibilities
As a member of client’s CSTech (Customer Service Technology) team, the Business Systems Analyst (BSA) / Product Manager will help define the strategy, priorities and roadmap of support systems functionality for Global Customer Services to support Payments Servicing Technology Solutions. The Business Systems Analyst will work closely with Global Customer Experience (GCX) partners, Site product teams, CSTech teams (e.g., Product Development, Product Management, Quality Engineering, Knowledge Management, and Release Management), Training, and consultants throughout the lifecycle of projects and large scale systems implementations.
Potential areas of focus are:
Act as a liaison to the CS Operations, product development, QA, & Readiness organizations, aligning requirements with the delivery of strategic objectives.
Influence and educate business constituents regarding tools best practices and key capabilities.
Facilitate requirement elicitation and solution design meetings to understand and collect product, business and technical needs.
Resolve ambiguities and conflicting business and technical requirements.
Proactively identify issues concerning technical limitations and key product requirements.
Maintain and manage relationships with outside vendors and consultants.
Identify and design new processes that may be required in support of the project, using and adapting existing processes where possible.
Ensure new processes are transitioned to appropriate owners for ongoing support.
Ensure alignment of projects and requirements to strategic objectives.
Minimum Qualifications
The BSA / PM candidate should have demonstrated experiences related to the following skills:
Ability to summarize and present complex issues to a variety of audiences: technical, non-technical and executive personnel.
Flexibility and adaptability to fit the needs of the project, making progress despite ambiguity.
Ability to work within existing processes, but able to understand and define where new, different or abridged processes should be used.
Ability to prioritize and re-prioritize as events warrant.
Ability to work across group boundaries and forge cross-functional relationships.
Ability to work with large vendors to represent product needs and roadmaps on behalf of client.
Strong background in business systems analysis and product management throughout the product development life cycle:
Ability to communicate verbally and in writing clearly and succinctly complex design and technical issues, as well as business and product requirements.
Ability to understand and challenge technical proposals.
Ability to document use cases.
Strong project management background with a focus on the product development lifecycle.
Subject matter expertise in one or more of the following areas is highly desirable: Payments Service Solutions, Account Management, Business Development, Work Force Management, Customer Service, Contact management (cases, routing, workflow).
Preferred experience with:
Custom Desktop Application solutions.
Experience with Call center implementations across multiple geographies.
Experience with Fraud/Risk Mitigation.
Experience with Payments Intermediation.
Experience with:
Functional requirements elicitation and documentation.
Product Design Documentation.
Cost/Benefit analysis.
Critical Thinking and Customer and Agent-Focused Driven solutions.
Vendor package software, configuration, scope management.
Custom-designed software solutions.
Complex system interfaces.
Engineering and Technology development life cycle principles.
At least 5+ years of relevant experience.