Business Analysis

**Contact Centre Intermediate Business Analyst**

**What can you expect?**

What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a "people first" culture. This means that great performers are greatly rewarded. We pride ourselves on providing outstanding career development, learning opportunities, financial rewards and we are committed to making your journey with us FUN.
- _ Voted #1 HR Consulting Company Globally_
- _ Prestigious Melbourne CBD (Docklands) office _
- _Great Package _
- _Great time to join this global organisation in Growth Phase _

**What is in it for you?**

At Mercer, we recognize that our most important asset is our people. We offer benefits and programs that support career development such as professional development support, exam and study assistance and global rotation opportunities which will support and nurture you with every opportunity to reach your full potential. We also recognise the value of healthy, happy colleagues and promote a culture of care and wellbeing, offering benefits such as flexible working and much more
- Leading training and development program
- Professional environment where your career path really matters and is supported in our global organization
- Great team environment with energetic and supportive colleagues
- Genuine work life balance

**We will count on you to**:
Mercer's Digital Platforms team provide a range of integrated cloud-based products such as contact centre technology, customer relationship management system, workforce management, marketing automation, next-best-conversation, financial advice and member digital platforms for superannuation plan members across Australia and New Zealand.

This role will primarily be responsible for Mercer contact centre technology platforms and focused on supporting simultaneous, continuous development cycles for these platforms.

Working closely with key business stakeholders and enablers (including external providers), the Intermediate Contact Centre Business Analyst will ensure that digital platform requirements, customer journey design, and objectives are clearly defined, agreed and understood to facilitate effective business and channel implementation that delivers a seamless customer experience and supports the realisation of desired, sustainable outcomes.

**Responsibilities**:
**Support**
- Provide internal support to various business areas for any technology issues related to Genesys PureConnect / Genesys Cloud and other applicable platforms
- Liaise closely with Mercer IT and 3rd party vendors to ensure the timely resolution of any issues
- Perform system testing to ensure services are restored after changes are made to production systems
- Act as a key interface with internal stakeholders and external service providers

**Systems**
- Manage, maintain and develop contact centre technologies including Genesys PureConnect / Genesys Cloud (telephony, call recording, feedback, quality, and dialler) and Teleopti.
- Manage the design and structure of call flows and related technology to ensure an optimal experience, and service standards for our corporate clients
- Work with internal and external stakeholders, including management, team leaders, clients, IT and suppliers to drive change to existing system configurations.
- Create and maintain documentation and processes
- Contribute to identifying emerging technologies and industry innovation to ensure contact centre technology solutions continue to meet business, client and customer needs
- Contribute to continuous improvement to ensure Mercer's contact centre solutions remain best in class

**Determining, analyzing and documenting developments and enhancements with moderate direction required**

**Testing with moderate direction required**

**What you need to have**:
**Education**
- Tertiary qualifications preferred, but not essential.

**Experience**
- At least 2 years demonstrated business analyst and / or technical business support experience in a contact centre environment
- Superannuation knowledge / experience a distinct advantage
- Experience / knowledge of contact centre processes / systems is a distinct advantage, particularly Genesys PureConnect / Genesys Cloud

**Knowledge & Skills**
- Strong analytical and documentation skills
- Strong business, interpersonal and communication skills
- Motivated with plenty of energy and drive to succeed
- Flexible approach, thriving on change and innovation, balanced by attention to detail and structured thinking
- Initiative and enthusiasm
- Organised multi-tasker
- Strong technical knowledge within the contact centre environment
- Demonstrated knowledge in contact centre technology including telephony, call recording and outbound diallers

**About us**:
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and r