Business/Technical Analyst - Knowledge Management

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8987e6

Position

We are looking for a Business/Technical Analyst, Digital Channels to define the requirements and customer journeys for AI-powered email and chat customer care across brands. You will translate customer and business needs into clear channel requirements, conversation flows and processes that ensure digital interactions are accurate, efficient and on-brand.Responsibilities

Channel Requirements & AnalysisGather and analyse business, customer and operational requirements for AI-powered email and chat channels across brandsAnalyse existing customer journeys, processes and channel interactions to identify gaps, inefficiencies and opportunities for improvementMap and define customer journeys, conversation flows and channel processes for AI-powered customer careDefine routing, handoff and escalation logic together with AI and technical specialists, ensuring a smooth transition between AI and human agentsIdentify where interactions should be automated, supported by AI or handed over to a human agentTranslate business and customer needs into clear requirements, process flows and specifications for the digital channelsWork with brands and stakeholders to understand local requirements while identifying opportunities to standardise and scale solutions across marketsDelivery, Testing & Launch

Translate requirements into user stories, acceptance criteria and test scenariosWork closely with product, AI and technical teams throughout the build to clarify requirements and resolve issuesSupport the testing and validation of conversation flows, routing and handoff scenariosAnalyse test results and stakeholder feedback and refine requirements or flows where neededSupport the launch and rollout of AI-powered email and chat channels across brandsRequirements





3+ years of experience as a Business/Technical Analyst or similar hybrid role on technology or data projectsStrong process mapping and requirements documentation skillsStrong experience analysing data, systems and business processes to identify issues, opportunities and the root causes behind themAbility to translate business requirements into technical solutions and define how changes should be implemented and testedExperience eliciting and documenting requirements, including user stories, process maps, workflows and acceptance criteriaHands-on experience with testing, validating and troubleshooting technology solutions, with the ability to design and execute tests and interpret the resultsComfortable working with low-code/workflow platforms and making or supporting configuration changesStrong analytical and stakeholder management skillsExcellent documentation and communication skillsLocated near one of our European offices, as this is a hybrid roleNice to have

Experience with chat / messaging / email channel requirementsExperience with chatbots or conversational AIContact centre / CRM platform exposureMulti-brand rollout experienceRight to Work

At any stage, please be prepared to provide proof of eligibility to work in the country you’re applying for. Unfortunately, we are unable to support relocation packages or sponsorship visas.ESG

At team.blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.'Come as you are'Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

#J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8987e6