DescriptionThe Business Intelligence and Project Services (BIPS) division of Staples Customer Service continues to grow through delivering valuable insights and innovative tools to empower our internal customers to be strong and strategic leaders. The BIPS division has experienced exponential growth and has amassed amazing talent over the past five years further positioning our group to take on more and deliver bigger, better and broader solutions. As we grow we continue to be tapped by our customers to do more and stretch ourselves to expand our offering because we deliver results and demonstrate expertise in our space. Our division has team members in Halifax, NS, Canada, and in two major locations in the United States: Aurora, CO; and Florence, KY. Our key customers within the organization are located within contact centers both on and offshore.
We are seeking candidates with knowledge in the profession of business analysis, preferably with experience in the contact center environment. The primary role of the Process Designer is to serve as an internal consultant/liaison to diagnose problems, develop creative solutions, and elicit, document, and manage requirements for those solutions. The projects we support are vital to the success of our contact center operations, and include, but are not limited to, technology implementations; design of web applications, operational performance scorecards, process improvement projects using Lean/DMAIC techniques, and associate-level reporting. This team is expected to work closely with internal departments such as Staples Digital Solutions, Telecom, and Staples Global IT to represent the interests of and ensure projects are aligned with Staples Customer Service objectives.
As a high growth organization within an established company with a trusted & evolving brand, we move at a fast pace and take calculated risks. While this is a demanding position, you'll be surrounded by a passionate team of individuals that are dedicated to a common goal of adding considerable value and being trusted advisors for our contact center leadership teams.
The key job responsibilities of the Process Designer include:
Facilitate discussions and discovery activities to identify Customer Service business needs; translate those business needs into technical and process solutions.
Formally document As Is/To Be process flows, functional use cases, business and system requirements, business rules, mock ups, or other deliverables as appropriate to the situation.
Define new capabilities that the product, project, iteration or work effort will deliver.
Partner with technical and reporting teams. Design, document, test and implement technology applications and associated reporting.
Develop, maintain and present user acceptance test plan. Create user acceptance test cases and coordinate execution of cases along with collection of results. Ensure requirements were met and the solution functions as designed.
Conduct end-user training as necessary.
Document appropriate procedures, instructions, and rules to share knowledge and create standards or practice.
Drive adoption of the designed processes and solution use with stakeholders.
Develop, monitor, and track personal work activities to ensure assigned deliverables are completed on time.
The ideal candidate:
Effectively organizes large amounts of information and translates it into a simplified view of a complex reality that is understandable from all stakeholder perspectives
Clearly expresses stakeholder desires and/or current organizational state using a combination of textual formats, models, diagrams and matrices
Understands the business framework (structure, people, processes and technology) that supports Staples' strategy
Establishes credibility quickly as an expert in the Business Analysis discipline and demonstrates understanding of how to best apply that expertise within the organization Excels at time management and prioritization
Has an understanding and/or working knowledge of some or all the following:
Can juggle a wide variety of activities with limited oversight, while keeping stakeholders informed of progress
Understanding of the role of a Business Analyst
Experience having applied the principles of process analysis, process improvement, system analysis, and/or data analysis
Aptitude for working with technical information and on technology implementations
Ability to comprehend, document, explain, and recommend solutions for complex issues
Displays organization skills and ability to self-manage personal workload
Possesses skills and techniques for successfully working with a remote team/in a virtual environment
Self-starter who demonstrates flexibility, curiosity, and resourcefulness
Seeks creative and innovative ways to solve business problems
Has experience with Microsoft Office applications (Word, Excel, PowerPoint)
Ability to travel approximately one week per quarter
2 years in a Business Analyst role
Business analysis experience in a contact center or customer service environment
Experience writing technical requirements documents
Understanding and/or working knowledge of some or all the following
Visual analytics applications, e.g. Tableau or MicroStrategy Visual Insights
Data analysis and visualization
Requirements management applications
Processing mapping and mockup applications (e.g. MS Visio, moqups.com)
2- or 4-year degree, or completed coursework in the Business Analysis field
Staples is The Worklife Fulfillment Company, helping businesses of all sizes be more productive, connected and inspired. With dedicated account teams, category professionals, innovative brands and a curated product assortment for business, Staples provides customized solutions to help organizations achieve their goals. Interested in joining the team? Check out our perks and benefits!
Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.