Application Analyst II
Job Summary
The Application Analyst II for the Contact Center, MyAccount position within the Customer Technology pillar in Gas Technology Services will have responsibility for helping to refine requirements and create functional and technical designs for custom applications to support the Contact Center and MyAccount applications utilized by Southern Company Gas. This includes requirements and designs to build and support of interfaces to Southern Company Gas COTS applications. Analysts will work closely with our Business System Analysts, Technology Planning Analysts (TPAs) Business partners and BOTS partners to understand business requirements and refine into Functional and Technical designs. Additionally, Analysts provide system knowledge required for production support and incident remediation as well as identifying the difference between an incident and a change request.
This position reports to the Supv, IT (Contact Center, MYA)
Application Analyst, II – Essential Duties Include
- Work with Business Systems Analysts, TPAs, BOTS and business partners to refine the high-level requirements and changes being requested.
- Facilitate and create Functional Design documents for moderately complex projects and participate in the creation of more complex projects. Ensure initial requirements are reviewed and enhanced into a full functional requirement.
- Identify potential solutions that consider and leverage base product (when COTS system) rather than customization.
- Participate in the creation of Technical Design documents. Ensure all functional requirements are translated into the technical design to allow for seamless handover to the development team.
- Develop and implement Requirements Traceability to ensure all requirements are tested.
- Prioritize work and deliver on project commitments.
- Maintain and follow production support processes focused on identification and mitigation of root cause.
- Flex to meet customer demands, switching between prod support, incident management, and project work.
- Provide on-call support solving issues independently as well as assisting other personnel
- Considerable interpersonal skills and the ability to communicate effectively are essential.
- Ensure strategies are always in alignment with Technology Organization goals and strategies including following the Governance process and aligning with TPAs and BOTS.
Skills/Experience
- Bachelor’s degree in MIS, Computer Science or a related field
- Experience with/understanding of customer information systems
- A full working knowledge and understanding of the Software Development Life Cycle
- Interest in and passion for learning and working in a fast-paced environment
- Experience with all size projects, enhancement projects and production support
- Ability to identify root cause as well as mitigation for moderately complex problems while working with other technical staff
- Working knowledge of Functional Design Documents, Technical Design Documents and Requirements Traceability matrices
- Working knowledge of business analyst processes, methodology and tools
- Experience with Agile delivery; Kanban; Scrum as well as Waterfall project delivery
- Excellent problem-solving and analytical skills
- Ability to provide on-call support for moderately complex problems and incidents.
- Excellent communication skills; able to translate moderately complex or technical ideas into non-technical language
- Working Knowledge of ITIL Foundation