Systems Analyst

2 days ago

Melbourne, Australia ANZ Banking Group Full time

What's Your Mission?

As a Systems Analyst in the Customer Engagement Technology stream, supporting the Get Help Value Stream for ANZx, your team’s mission is to transform the way customers interact with our Coaches and Agents by creating multiple channels for a seamless experience. Our goal is for customers to be able to contact us how they want when they want without needing to be waiting by the phone.

We will continue to enhance our voice and chat channels while implementing new channels such a Video. As part of the role our Coaches and Agents need to be armed with the tools they need so that they can respond to customer queries effectively and efficiently.
It is an exciting and challenging place to be, as it will require programme wide co-ordination, a rapid focus on technical and business problem solving, and a team of can-do people ready to go the extra mile to get the job done.

What Will Your Day Look Like?
- Validate requirements and priorities, ensuring alignment to value, uncover dependencies and validate boundaries and sequencing of User Stories
- Collaboration with architects, engineers, platform teams, and technology areas to help complete solution designs
- Collaborating with Product Owners and Engineers to translate business requirements into workable technology outcomes for the team
- Working with internal technology, security, and risk partners to ensure our solutions are secure and well-managed
- Ensuring that our delivery is managed within the broader technology platform release cycle, with clear articulation of release scope and impacts
- Leveraging tools for optimal collaboration and knowledge sharing
- Creating estimates and continuously reviewing demand within the team
- Identifying opportunities for continuous improvement and implementing solutions to perform more effective and efficient analysis
- Provide ongoing support for tech platforms as required e.g. problem / incident management
- Optimising workflow management to ensure traceability back to strategic alignment

What Will You Bring?

We know not everyone will bring all the skills and experience, and at ANZ we are focused on people bringing a growth mindset to their approach to work. Some of the skills we are looking for are below, but don’t worry if you don’t have all of these as learning on the job is the way we work.
But back to some of the skills
- Previous experience working with Work Force Management
- Previous experience building or using Twilio
- Previous Contact Centre Experience
- Extensive experience working within cross-functional, agile or continuous delivery teams.
- Previous experience in a Technical Analyst role, e.g. System Analyst, Business Analyst, Data Analyst
- System knowledge to turn customer needs into business requirements and workable technology outcomes
- Experience in translating requirements into user stories and acceptance criteria
- Strong communication and presentation skills
- A desire to continuously learn new techniques and technologies, bringing innovative ideas into the team
- An enthusiastic can-do attitude, and willingness to help the squad deliver

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