|December 18, 2012 - May 18, 2013|
|Location:||Las Vegas, NV|
|Benefits:||Please see Benefit Page|
|Employment Type:||Full Time|
|Department:||Research & Development (Systems)|
|Description:||This position is responsible for the charter to be an industry expert in both business analysis and operations to identify and prioritize the key business needs, and drive the initiatives to completion for customers. This individual will write functional specification documents, test plans, training plans and deployment plans in support of development projects. This individual will actively support system implementations and upgrade.|
The Business Operations Analyst will lead an assigned Solution Group to become product and industry experts in their assigned area. Under the guidance of the Senior Systems Project Development Manager the assigned Solution Group will:
Provide 2nd level technical support and resolve all escalated issues within published SLAs.
Identify, document, develop and implement solutions encompassing:
o Bug fixes
o Product improvements/ innovations based on customer feedback, competitive gaps, and recurring issues
o Product ease of use
Develop functional requirements
Develop and publish documentation for new functionality
Report weekly on performance
This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
|Duties:|| Responsible for actively building and retaining customer relations and acts as a mentor to other employees and coworkers in order to provide superior customer service.|
Provides advanced technical support, training, and assistance to Konamis global customers via phone, email and on-site. Researches and resolves complex user reported issues engaging appropriate resources.
o Acts as liaison between customers and internal support/engineering staff to ensure accurate problem definition and timely resolution.
o Tracks and resolves problems/issues escalated by Technical Support Specialists.
Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results.
Analyzes business and user needs, documentation of requirements, and translation into proper system requirement specifications. Possesses full technical knowledge of most phases of systems analysis, and considers the business implications of the application of technology to the current and future business environment.
Guides, trains, mentor Technical Support Specialists in the effective and timely identification and resolution of problems/issues.
In a consultative manner, evaluates existing business processes and recommends process and systems improvements based on findings.
Comprehensive data analysis, modeling, forecasting and reporting.
Lead and coordinate interpretation of data from all sources (including customer satisfaction data) to identify issues and opportunities.
Facilitate team information and work flow, typically between technical / product development and non-technical / publishing units of the company, in regular processes or on special projects
Work closely with Customer Service Management on a variety of issues and projects.
Develop and deliver presentations on analysis and recommendations to all levels within the organization and customers.
Document existing and proposed processes, procedures and operating requirements (systems functionalities, resource requirements, etc.).
Develop and provides metrics tracking for customer service department.
Develop, collects and analyzes performance results.
Work within and may lead cross-functional teams within other Business Units.
Work closely with groups having to implement process and operational changes to insure the changes are implemented successfully.
Develop strong working relationships with all Business Units in Konami to insure changes are implemented successfully.
Use professional concepts and company policies and procedures to solve a variety of problems
Other duties as assigned
|Qualifications:||At least two years previous experience in business process/project management required; process re-engineering is desired. At least five years prior experience in designing casino marketing programs, data analysis, interpretation and reporting is essential (operational and financial) within the gaming industry. Marketing program experience desired includes patron bonusing/incentives, promotions, contests, drawings, tours, VIPs, and patron tracking. |
Proven ability to perform and document situational analysis including current state, recommendations and future state. At least three years previous experience in an operational role or staff position similar to that described is required. Previous experience in a business process consulting function desired. Prior experience in the implementation of quality improvement approaches such as Six Sigma, CMM, ISO 9000, or TQM.
Excellent skills required in working across multi-functional teams and supporting business units. Use solid interpersonal skills with the ability to work well with people at all levels.
Build teams and motivate individuals and groups. Must possess excellent communications and presentation skills. Must possess knowledge office automation tools such as MS Word, PowerPoint, and MS Outlook. ). Must possess expert experience in Excel, Access is preferred.
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