Summary:
The New York Times is searching for a talented, energetic Business Analyst to join our Customer Care team. The Business Analyst will partner closely with the Sugar development team and third party Contact Center vendor. The Business Analyst will be responsible for coordinating, gathering requirements and creating test plans.
Other Responsibilities and key areas of accountability:
- Organizes, coordinates and builds test plan. Document anomalies and issues. Record and document results and compare to expected results.
- Test application functionality as part of the development, test cycle and in preparation for the go-live phase of each Sprint.
- Participate in application planning meetings.
- Documentation of UAT test scenarios, test cases and test scripts. Definition and preparation of test data including creating test accounts.
- Perform reviews and walkthroughs with third party vendor.
- Perform user acceptance testing of the functional requirements and business processes. Train and guide users to reports defects and enhancement requests into the defect tracking system and results reporting for assigned projects.
- Coordinate the timely execution of release activities to meet the agreed upon/communicated release schedules including code completion, launch plan compilation, testing, and release notes.
- Communicate to all affected stakeholders (internal and external) the release deployment milestones, and actions required for successful achievement of milestones.
- Ensure appropriate stakeholders are aware of release dependencies and conflicting priorities.
- Establishes release management processes and policies - towards completeness and consistency.
- Coordinate knowledge transfers, product documentation as appropriate.
- Acts as the gatekeeper to the production environment; ensuring consistency in operational procedures, completion of integration and release test execution and communication to stakeholders.
- Plans, documents and coordinates production launch activities, including communications to stakeholders, as well as post-launch report
Job Performance Expectations
- Well organized, process oriented and attention to detail
- Excellent analytical and problem solving skills
- Ability to interact with cross-functional teams
- Ability to prioritize and organize work in a multitasked environment
- Ability to adapt to a flexible schedule
- Familiar with software development lifecycle and defect resolution processes
Education:
Bachelor’s degree in Business, Operations Management or equivalent in relevant experience preferred.
Experience:
- Two or more year of Contact Center operations and or business analyst experience required
- Prior operations management experience in a Contact Center preferred
- Prior client-facing experience in the service industry preferred
Company Information: The New York Times Company (NYSE: NYT) is a global media organization dedicated to enhancing society by creating, collecting and distributing high-quality news and information. The company includes The New York Times, International New York Times, NYTimes.com, INYT.com and related properties. It is known globally for excellence in its journalism, and innovation in its print and digital storytelling and its business model. Follow news about the company at @NYTimesComm.
EEO Statement: The New York Times Company is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national origin, citizenship or any other protected characteristic. The New York Times Company is committed to diversity in its most inclusive sense.
The New York Times is searching for a talented, energetic Business Analyst to join our Customer Care team. The Business Analyst will partner closely with the Sugar development team and third party Contact Center vendor. The Business Analyst will be responsible for coordinating, gathering requirements and creating test plans.
Other Responsibilities and key areas of accountability:
- Organizes, coordinates and builds test plan. Document anomalies and issues. Record and document results and compare to expected results.
- Test application functionality as part of the development, test cycle and in preparation for the go-live phase of each Sprint.
- Participate in application planning meetings.
- Documentation of UAT test scenarios, test cases and test scripts. Definition and preparation of test data including creating test accounts.
- Perform reviews and walkthroughs with third party vendor.
- Perform user acceptance testing of the functional requirements and business processes. Train and guide users to reports defects and enhancement requests into the defect tracking system and results reporting for assigned projects.
- Coordinate the timely execution of release activities to meet the agreed upon/communicated release schedules including code completion, launch plan compilation, testing, and release notes.
- Communicate to all affected stakeholders (internal and external) the release deployment milestones, and actions required for successful achievement of milestones.
- Ensure appropriate stakeholders are aware of release dependencies and conflicting priorities.
- Establishes release management processes and policies - towards completeness and consistency.
- Coordinate knowledge transfers, product documentation as appropriate.
- Acts as the gatekeeper to the production environment; ensuring consistency in operational procedures, completion of integration and release test execution and communication to stakeholders.
- Plans, documents and coordinates production launch activities, including communications to stakeholders, as well as post-launch report
Job Performance Expectations
- Well organized, process oriented and attention to detail
- Excellent analytical and problem solving skills
- Ability to interact with cross-functional teams
- Ability to prioritize and organize work in a multitasked environment
- Ability to adapt to a flexible schedule
- Familiar with software development lifecycle and defect resolution processes
Education:
Bachelor’s degree in Business, Operations Management or equivalent in relevant experience preferred.
Experience:
- Two or more year of Contact Center operations and or business analyst experience required
- Prior operations management experience in a Contact Center preferred
- Prior client-facing experience in the service industry preferred
Company Information: The New York Times Company (NYSE: NYT) is a global media organization dedicated to enhancing society by creating, collecting and distributing high-quality news and information. The company includes The New York Times, International New York Times, NYTimes.com, INYT.com and related properties. It is known globally for excellence in its journalism, and innovation in its print and digital storytelling and its business model. Follow news about the company at @NYTimesComm.
EEO Statement: The New York Times Company is an equal employment opportunity employer, and does not discriminate on the basis of race, color, religion, gender, sexual orientation, marital status, age, disability, national origin, citizenship or any other protected characteristic. The New York Times Company is committed to diversity in its most inclusive sense.