service delivery analyst

ICCU

<div><p>As an IT Agile Delivery Analyst your job is to plan, lead, execute and oversee the execution of technological initiatives for the credit union, with a strong focus on IT. This includes the facilitation of proper scrum processes to implement strategies that enhance the organization's technological infrastructure, improving operational efficiencies, and ensuring a seamless and innovative user experience across platforms. This role requires close collaboration with agile teams, project managers, IT product owners, IT analysts, senior leadership, and IT executives to achieve the credit union's technological goals and objectives.</p><br>
<p></p>
<p><b>
Duties and Responsibilities:</b></p>
<ul>
<li>Manage end-to-end agile delivery IT initiatives (software, infrastructure, cybersecurity, IT vendor solutions).</li>
<li>Lead the execution of IT initiatives and ensure proper implementation and post-launch stabilization.</li>
<li>Facilitate Agile and Scrum ceremonies, such as daily stand-ups, sprint planning, sprint reviews, and sprint retrospectives to ensure continuous improvement and collaboration.</li>
<li>Ensure all team members involved in each IT initiative understand estimations, breaking work down into smaller tasks, and remain focused on forward progress.</li>
<li>Keep IT initiatives on track by removing blockers that may hinder the team&rsquo;s ability to plan effectively or get each task complete.</li>
<li>Assists Product in updating the Product backlog based on shifts in priorities and feedback from key decision makers.</li>
<li>Define technical scope, goals, and deliverables in collaboration with IT product management, stakeholders, technical teams and senior management.</li>
<li>Work closely with IT management regarding proper resource allocation.</li>
<li>Coordinate with third party vendors to ensure execution of IT objectives.</li>
<li>Facilitate effective communication across business line project program managers, IT, vendors, and senior leadership.</li>
<li>Monitor and report on IT initiative progress, and effectively manage Risks, Assumptions, Issues, and Dependencies as lined out in project RAID logs.</li>
<li>Ensure all initiatives meet regulatory requirements, information security standards, and IT governance frameworks.</li>
<li>Manage IT initiatives throughout the Product, Project, and Development lifecycles while managing releases and maintaining proper documentation.</li>
<li>Conduct retrospectives to capture lessons learned and ensure continuous improvement.</li>
<li>Drive multiple IT initiatives concurrently in a fast-paced environment.</li>
<li>Assist with writing technical policies, procedures and documentation for systems, applications, product guides, and FAQ&rsquo;s.</li>
<li>Ensure compliance with objectives, organizational policies, procedures, security protocols, and regulatory standards.</li>
<li>Other duties regarding IT initiatives as assigned.</li></ul><br>
<p></p>
<p><b>
Qualifications:</b></p>
<p>
Bachelor&rsquo;s degree required, (Business, Computer Science, Computer Information Systems, or related) or equivalent experience. 2-5 years&rsquo; experience in IT scrum processes required. Professional Scrum Master I preferred. Experience in a Financial Industry-related field preferred. Strong estimation, analytical, organizational, oral, and written communication skills. Willingness to work outside of normal business hours. Ability to prioritize, meet deadlines, and manage changing priorities with limited direction. Ability to always maintain the confidentiality of the Credit Union and member records.</p><br>
<p></p>
<p><b>
Performance Standard:</b></p>
<p>
High level of professionalism. Make recommendations to meet the goals and objectives of the Credit Union functions, procedures, and policies. Must have strong analytical, problem solving, conflict resolution and root cause analysis skills. Logical, process-oriented, critical thinker with a natural sense of urgency. Good interpersonal and client-handling skills with the ability to manage expectations and explain technical details. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.</p><br>
<p></p>
<p><b>
Physical Requirements:</b></p>
<ul>
<li>Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).</li>
<li>Sit for extended periods of time.</li>
<li>Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.</li>
<li>Repetitive motion using wrists, hands, and fingers.</li>
<li>Reach keyboards.</li>
<li>Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).</li>
</ul>
<p><b>This role offers benefits, including:</b></p>
<ul>
<li>Competitive Pay</li>
<li>Medical, Dental, &amp; Vision Insurance</li>
<li>Generous Paid Time Off</li>
<li>Paid Holidays</li>
<li>Matching 401K AND Pension</li>
<li>Tuition Reimbursement</li>
<li>Employee Assistance Program</li>
<li>Employee Wellness Program</li>
<li>Paid Group Life and Disability Insurance</li>
<li>Awesome Culture</li>
<li>And More</li>
</ul>
<p>The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.</p>
<p>
Must be eligible for membership at ICCU to obtain employment.</p>
<p>
ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.</p></div>

IT Agile Delivery Analyst - Meridian or Chubbuck

<div><h2 class="jobSectionHeader"><b>Description</b></h2>
<div>
<p><b>The Role</b></p>
<p>
 <b>Census Management:</b></p>
<ul>
<li><p>Administer member additions, deletions, and modifications for clients&rsquo; medical and life insurance policies, ensuring compliance and data integrity.</p></li>
<li><p>
Coordinate card issuance and updates with insurers, maintaining accurate records and audit trails.</p></li>
<li><p>
Conduct thorough reviews of census files to ensure completeness and regulatory compliance.</p></li>
<li>
Serve as a primary point of contact for client enquiries related to membership and policy changes, delivering prompt and professional responses.</li>
</ul>
<p><b>Invoicing &amp; Billing:</b></p>
<ul>
<li><p>Monitor and follow up with insurers to secure timely receipt of invoices.</p></li>
<li><p>
Liaise with clients to facilitate prompt premium payments and maintain uninterrupted coverage.</p></li>
<li>
Log and update client policy records within internal systems, ensuring transparency and audit-readiness.</li>
<li>Address client queries regarding billing and policy administration.</li>
</ul>
<p><b>Reporting &amp; Analytics:</b></p>
<ul>
<li><p>Audit client invoices and supporting breakdowns for accuracy and alignment with contractual terms.</p></li>
<li><p>
Collaborate with the GDC team to deliver accurate and timely claims utilisation reports.</p></li>
<li><p>
Apply predictive and preventive analytics to enhance data accuracy, enhance client decision-making, and proactively identify risks and improvement opportunities.</p></li>
<li><p>
Analyse, monitor, and report on team performance metrics and KPIs to drive operational excellence and SLA compliance.</p></li>
<li><p>
Conduct client satisfaction surveys, measure client satisfaction levels, and analyse feedback to identify areas for service improvement or expansion within the Service Delivery Team<b>.</b></p></li>
</ul>
<p><b>Excellence:</b></p>
<ul>
<li><p>Champion continuous improvement initiatives and process re-engineering to optimise service delivery, reduce manual tasks, and drive efficiency.</p></li>
<li><p>
Participate in cross-functional training and upskilling programmes to enhance team capability and adaptability.</p></li>
<li><p>
Contribute to the development and implementation of automation and AI-driven solutions, supporting digital adoption and operational resilience.</p></li>
<li><p>
Support the standardisation, centralisation, and automation of core service delivery processes to enable scalability and consistent quality.</p></li>
</ul>
<p>Foster a culture of accountability, collaboration, and client focus, linking client satisfaction insights to team performance.</p>
</div>
<h2 class="jobSectionHeader"><b>Qualifications</b></h2>
<div>
<p><b>The Requirements</b></p>
<ul>
<li><p>Bachelor&rsquo;s degree and 3+ years&rsquo; experience in insurance operations or client service.</p></li>
<li><p>
Experience with Power BI, Excel, SQL and Python for advanced data analysis, reporting KPIs, and conducting satisfaction surveys.</p></li>
<li><p>
Experience with process improvement, automation, or AI solutions (RPA platforms) is a plus.</p></li>
<li><p>
Good stakeholder management and communication skills</p></li>
<li><p>
Ability to work effectively within cross- functional Team</p></li>
</ul>
<p><b>The Application Process</b></p><br>
<p>
</p><ul><li><p>Stage 1: Online application and recruiter review</p><br>
<p>
</p></li><li><p>Stage 2: Live video interview with hiring manager and team</p><br>
<p>
</p></li><li><p>Stage 3: Offer and onboarding.</p></li></ul><br>
<p></p>
<p>
We&rsquo;re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@willistowerswatson.com.</p></div></div><p></p>

Senior associate_ H&B Data analysis and Reporting

Transguard Group

<div><p>We are currently recruiting for an <b>Analyst - Transport </b>to join our Logistics Servies team in our Headquarters, located in DAFZA, Dubai Airport Freezone.
</p><p><b>Scope: </b>Analyst &ndash; Transport is responsible to support the Specialist Finance in financial accounting and reporting for the Transport, Workshop and Delivery BUs. The role is accountable for supporting the financial reporting for all transport related expenses, fleet, fuel, Salik and all the monthly Accruals for the transport, delivery, and Workshop BU&rsquo;s. In addition, as required, support in the BU reporting for any ad hoc requirements.
</p><p><b>Financial:
</b></p><ul><li>Provide full financial support to Transport, Workshop and Delivery Business units.
</li><li>Prepare purchase requisition, GRN, invoices checking and fuel cost management.
</li><li>Fuel Analyzing and average calculation for fleet vehicle across all BUs&rsquo;.
</li><li>Prepare JV, accrual, and reconciliation of fuel, manage the ENOC and ADNOC relationships
</li><li>Allocation of Division/BU wide fuel expenses and reporting of fuel expenses monthly BU wise and reconciliation of vehicles with Divisions/BUs&rsquo;.
</li><li>Ensure Salik accounts, E-dirham and NOL cards are managed in line with BU requirements
</li></ul><p><b>Customer:
</b></p><ul><li>Support in the creation of the KPI suite of reports for Transportation and Workshop management.
</li><li>Manage the BU month end reconciliation process and management and link to finance.
</li><li>Central reporting function for the transport and WS BU providing the operational KPIs.
</li></ul><p><b>Process:
</b></p><ul><li>Support the financial analyst in the creation of the BSC data and submission to finance &ndash; cascade and review with the operations teams, drive the improvements through the KPIs.
</li><li>Work with FPA on the transport and WS FC ensuring accuracy in the reporting; cascade to ops and manage the KPIs to deliver.
</li><li>Support in the creation of the monthly delivery BU revenue accruals.
</li></ul><p><b>Innovation:
</b></p>Identify opportunities of improvement in the existing processes.<br>
<ul><li>
</li></ul><p></p><p><b>Selection Criteria:
</b></p><ul><li>Experience in a financial role; capable in excel and PP reporting and BI tools.
</li><li>Good knowledge MS suit including specifically MS Excel; MS Office
</li><li>Basic knowledge of financial principles</li></ul></div>
<br>About Us: Offering flexible solutions for all the UAE&rsquo;s staffing needs since 2001, Transguard Group is the region&rsquo;s most trusted expert in facilities management, security, cash services, white-collar staffing and more. As the region&rsquo;s leading service provider, our expertise is in supplying our clients with the right people and best solutions precisely when and where they&rsquo;re needed.

Analyst-Transport

VulcanForms Inc.

<div><h6 class="jobSectionHeader"><b>About Us</b></h6><p>
Founded in 2015 to develop the world&rsquo;s first industrially scalable laser metal additive manufacturing solution, VulcanForms is reshaping how the world manufactures critical products. We build and operate advanced digital infrastructure that enables innovation, accelerates growth, and supports sustainability across aerospace, defense, medical, and other essential industries. Through our vertically integrated capabilities, including scalable additive manufacturing and precision machining, we deliver true end-to-end production at scale by combining cutting-edge technology with a foundation of proven industrial craftsmanship. Our team brings deep expertise in manufacturing, materials science, software, automation, and operations, united by a shared commitment to quality, curiosity, and accountability. We foster an inclusive culture where people take ownership, solve meaningful problems, and continuously learn, because we believe diverse perspectives lead to better outcomes.</p><h6 class="jobSectionHeader"><b><br>
Job Purpose</b></h6><p>
The Applications Manager will lead and support our Kinetic in the Cloud ERP environment while also serving as a hands-on functional Business Analyst in a fast-paced startup setting. This hybrid role requires a strong blend of application management, business process expertise, and stakeholder engagement.</p><p>
You will play a critical role in aligning business needs with system capabilities, driving process improvements, and ensuring the successful delivery and optimization of Kinetic Cloud solutions. In addition, you will manage and mentor a Technical Business Analyst, ensuring strong collaboration between functional and technical workstreams.</p><h6 class="jobSectionHeader"><b>
Key Responsibilities</b></h6><ul><li>
Serve as the end-to-end owner of the Kinetic Cloud ERP platform ensuring system stability, performance, and reliability</li><li>
Manage day-to-day application operations including user access, configurations and workflows</li><li>
Partner with IT and external vendors to resolve application issues. Lead issue resolution, root cause analysis and continuous improvement efforts</li><li>
Ensure data integrity, security, and compliance across the application landscape; maintain system documentation, standards and support processes</li><li>
Work with business leadership to align the application roadmap with business goals; drive automation and process optimization through system capabilities</li><li>
Act as a lead functional Business Analyst, working directly with stakeholders across departments to translate business needs into application solutions</li><li>
Lead process mapping, gap analysis and continuous improvement activities, leveraging Kinetic functionality, to support business initiatives</li><li>
Document Kinetic functional and technical specifications, business process maps and test scripts. Support UAT planning and execution, ensuring system changes are validated and aligned with business processes.</li><li>
Manage and mentor a Technical Business Analyst, providing guidance on technical design and execution.</li><li>
Align functional and technical workstreams to ensure cohesive delivery.</li><li>
Act as the primary liaison between business stakeholders and external vendors (including Epicor). Manage vendor relationships, support tickets and service performance.</li></ul><h6 class="jobSectionHeader"><b>
Qualifications</b></h6><ul><li>
Bachelor&rsquo;s degree in business, Information Systems, or related field (or equivalent experience)</li><li>
5+ years of experience in ERP systems, preferably Epicor/Kinetic Cloud</li><li>
Understanding of ERP integrations, data structures, and reporting tools</li><li>
Experience managing applications and tools used by finance, supply chain, and manufacturing teams</li><li>
Strong experience as a functional Business Analyst in a dynamic or startup environment</li><li>
Proven ability to translate business requirements into functional solutions</li><li>
Experience managing or mentoring team members</li><li>
Excellent communication, facilitation, and stakeholder management skills</li></ul><p><i>
VulcanForms offers a competitive salary and equity package. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, VulcanForms provides comprehensive benefits including medical, dental, vision, and life insurance; generous paid time off; and a 401(k) plan with company match.</i></p><p></p><p><i><br>
The annual base salary range for this position is $124,000 to $171,000</i></p></div><p></p>

Applications Manager, ERP

Wells Fargo

<div><b>About this role:</b><br>
<br>
Wells Fargo is seeking a Lead Business Execution Consultant (L2 Product Area Analyst) in our Branch Systems &amp; Technology as part of Consumer Technology. Learn more about the career areas and business divisions at wellsfargojobs.com.<br>
<br>
The Integrated Agent Desktop (IAD) product is modernizing how customer facing employees serve our customers, designed to simplify how bankers, tellers, and customer service agents access systems, authenticate customers, and complete servicing workflows.<br>
<br>
An integral part of this IAD product portfolio and experience includes the new Secure Session and Authentication (SS&amp;A) system. The SS&amp;A user Interface delivers a unified, guided experience for branch banking assisted servicing. It streamlines customer search and authentication through structured workflows tailored to the interaction type, ensuring access is based on a clearly defined business need.<br>
<br>
The L2 Product Area Analyst is both a strategy and execution-critical role that supports predictable, high-quality delivery for two or more agile product teams. This role focuses on decomposition of product area features and technical breakdown &amp; creation of functional specifications, test strategies for product area teams-enabling L1 agile teams to remain focused on prioritization, decision-making, and delivery leadership. Although primarily focused on SS&amp;A, this analyst will also support a suite of additional product applications that maintain operational business and customer service enablement.<br>
<br>
The L2 Product Area Analyst plays a key role in maintaining execution discipline, delivery readiness, and quality in a complex, regulated environment.<br>
<br>
<b>In this role, you will:</b><ul><li>
Lead support functions or operations for multiple business groups while contributing to large-scale strategic initiatives, including execution support through clear requirements, delivery coordination, and alignment to business outcomes.
</li><li>Translate customer and banker needs into clear product features with acceptance criteria.</li><li>
Ensure efficiency, quality, cost effectiveness, and effective pipeline management of assigned operations, supporting delivery readiness through disciplined backlog management and reduced sprint carryover.
</li><li>Own incoming intake request reviews, evaluation and stakeholder engagement to help support creation &amp; management of supplier intakes.</li><li>
Research and analyze moderately complex business, operational, and strategic initiatives, incorporating user feedback, delivery metrics, and testing outcomes to inform recommendations and execution decisions.
</li><li>Work independently to provide leadership and recommendations for support functions, serving as an execution-level point of contact who coordinates cross-functional follow-ups and supports Agile planning and delivery routines.
</li><li>Assist in the planning and execution of programs and initiatives focused on risk mitigation, operational efficiency, customer experience, and release readiness through coordinated testing activities including ADA and UAT.
</li><li>Collaborate and consult with team leaders, Product Owners, and stakeholders to develop project plans, refine requirements, leverage approved GenAI tools to improve backlog quality, and support transparent execution across workstreams.
</li><li>Provide leadership in managing relationships and implementing programs, services, and initiatives with cross-functional partners, applying a risk-aware mindset and supporting controls, audit activities, and identification of delivery or operational gaps.</li><li>
Provide insights &amp; guidance to Principal Engineers / Architecture during Design Authority.</li><li>
Support L2 product area in alignment with L3 product line and leadership priorities, including when they change.</li><li>
Clear, leadership-ready communication style, with ability to connect delivery to outcomes with concise narratives.</li><li>
Lead cross functional teams to strategize, plan, and execute a variety of programs, services and initiatives</li><li>
Drive accountability for assigned initiatives, limit risk exposure, and create efficiencies as appropriate</li><li>
Review strategic approaches and effectiveness of support function and business performance</li><li>
Perform assessments through fact finding and data requiring creative approaches to solving complex issues, and develop appropriate solutions or recommendations</li><li>
Make decisions in highly complex and multifaceted situations requiring solid understanding of business group's functional area or products, facilitate decision making and issue resolution, and support implementation of developed solutions and plans</li><li>
Collaborate and consult with members of the Business Execution team and team leaders to drive strategic initiatives</li><li>
Influence, guide and lead less experienced Strategy and Execution staff within the group</li></ul><b>
Required Qualifications:</b><ul><li>
5+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education</li><li>
5+ years of experience as a product manager, product owner, or product analyst</li><li>
5+ years of experience supporting an agile delivery team</li></ul><b>
Desired Qualifications:</b><ul><li>
Branch banking experience.</li><li>
Digital product management experience with authentication systems or processes.</li><li>
Experience supporting Agile delivery teams by decomposing features into clear, detailed user stories with well-defined requirements and acceptance criteria, while partnering closely with Product Owners to ensure backlog items are delivery ready.</li><li>
Strong capability in Agile backlog refinement and sprint preparation, including maintaining delivery readiness, improving story clarity and completeness, and reducing sprint carryover caused by unclear or incomplete requirements.</li><li>
Hands-on experience coordinating testing activities within Agile delivery cycles, including UAT participation, ADA validation, defect triage, and translating testing outcomes into actionable backlog updates.</li><li>
Ability to collect, analyze, and synthesize user feedback and delivery metrics, converting insights into backlog improvements, dashboards, and data-driven Agile delivery decisions.</li><li>
Experience supporting Agile planning and execution routines such as sprint planning, feature reviews, PI planning, and cross-functional stakeholder syncs while serving as a consistent execution-level point of contact.</li><li>
Comfort leveraging AI-enabled Agile ways of working, using approved GenAI tools to improve requirements quality, reduce rework, and accelerate backlog preparation.</li><li>
Proven ability to operate effectively in regulated, risk-aware Agile environments by supporting testing controls, audit activities, operational readiness, and proactively identifying and addressing execution risks.</li></ul><b>
Pay Range</b><br>
<br>
Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.<br>
$119,000.00 - $187,000.00<br>
<b>Benefits
</b><br>
<br>
Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.<ul><li>
Health benefits</li><li>
401(k) Plan</li><li>
Paid time off</li><li>
Disability benefits</li><li>
Life insurance, critical illness insurance, and accident insurance</li><li>
Parental leave</li><li>
Critical caregiving leave</li><li>
Discounts and savings</li><li>
Commuter benefits</li><li>
Tuition reimbursement</li><li>
Scholarships for dependent children</li><li>
Adoption reimbursement</li></ul><b>
Posting End Date:</b><br>
14 May 2026<br>
<ul><li><b>Job posting may come down early due to volume of applicants.
</b></li></ul><br>
<b>We Value Equal Opportunity</b><br>
<br>
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.<br>
<br>
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.<br>
<br>
<b>Applicants with Disabilities</b><br>
<br>
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .<br>
<br>
<b>Drug and Alcohol Policy</b><br>
<br>
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.<br>
<br>
<b>Wells Fargo Recruitment and Hiring Requirements:</b><br>
<br>
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.<br>
<br>
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.</div>

Lead Business Execution Consultant - L2 Product Area Analyst - Secure Session and Authentication

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><p>
The Real Time Analyst monitors actual vs plan delivery at queue &amp; agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.</p>
<ul><li>Need to work on multiple clients using a variety of tools to monitor &amp; report performance</li>
<li>Create and use standard templates to ensure consistent &amp; accurate reporting</li>
<li>Communicate actively with various groups to share call outs/deviations</li>
</ul>
<p>The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.</p>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li><b>Collect information for RTM</b>
<ul><li>Collect relevant program information about KPIs/BTP (Expectations)</li>
<li>Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account</li>
</ul></li><li><b>Queue management (within the interval)</b>
<ul><li>Monitor queue</li>
<li>Manage skills</li>
<li>Situation management</li>
<li>BCP situations: Downtime, System issues, etc.</li>
<li>Routing issues (client side)</li>
<li>Volume allocation (Load balancing client side
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Intraday management (throughout the day)</b>
<ul><li>Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)</li>
<li>Send Staffing Outlook for present day +1 day at the start of shift to share projected plan</li>
<li>Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Schedule Adherence (Agent level)</b>
<ul><li>Update shrinkage segments in WFM tool</li>
<li>Flagging agents out of adherence via Chat rooms/extns/radios</li>
</ul></li><li><b>Reporting</b>
<ul><li>Shrinkage reports</li>
<li>Skill/Account level Interval report</li>
<li>Agent level report</li>
<li>RCA report</li>
<li>Schedule adherence reports</li>
</ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><p><b>
Work Experience</b></p>
<ul><li>Previous call center experience required</li>
<li>Previous Work Force Management experience is amust</li>
</ul>
<div><b>Languages</b></div>
<ul><li>English B1+ - B2</li>
</ul>
<div><b>Tools and Applications</b></div>
<ul><li>Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.</li>
<li>VBA macros an asset</li>
<li>Experience with IEX, CMS, Avaya, other WFM tools is an asset</li>
</ul></div></div></div></div></div></div></div><div><div><div><div><div><p>Watch this video to get a sneak peak of the job in action</p></div></div></div></div></div></div><div></div>

German Real Time Analyst

New Era Technology

<p></p><div><div><p>Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.</p>
<p>
At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes &mdash; putting people first, embracing continuous learning, and thriving through collaboration and inclusion &mdash; we nurture our people to deliver exceptional customer service.</p>
<p>
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work&mdash;together</p></div><br>
<p></p>
<p><b>
Job Title: Senior Business Analyst (Arabic Speaking)</b><br>
<b>Employment Type:</b> Permanent Role<br>
<b>Company:</b> New Era Technology<br>
<b>Work Location:</b> Onsite &ndash; Client Location, Abu Dhabi, United Arab Emirates</p>
<h2 class="jobSectionHeader"><b>
About the Role</b></h2>
<p>
New Era Technology is seeking an experienced and highly driven <b>Senior Business Analyst (Arabic Speaking)</b> to work onsite at our client location in Abu Dhabi. The ideal candidate will serve as a strategic bridge between business stakeholders and technical teams, leading complex transformation initiatives and translating business needs into scalable solutions.</p>
<p>
This role requires strong analytical expertise, leadership capabilities, stakeholder management skills, and fluency in Arabic and English.</p>
<h2 class="jobSectionHeader"><b>
Job Summary</b></h2>
<p>
The Senior Business Analyst will partner with business leaders and technical teams to identify opportunities, improve processes, and deliver high-impact business solutions aligned with organizational goals. The role includes leading initiatives, mentoring junior analysts, and ensuring successful delivery that enhances efficiency, profitability, and customer experience.</p>
<h2 class="jobSectionHeader"><b>
Key Responsibilities</b></h2>
<h3 class="jobSectionHeader"><b>Requirements Gathering &amp; Analysis</b></h3>
<ul><li>Conduct detailed business analysis to identify operational needs, process gaps, and improvement opportunities.</li>
<li>Elicit, document, analyze, and validate business, functional, and system requirements.</li>
<li>Translate business requirements into clear technical specifications and user stories.</li>
<li>Collaborate with IT, product, and delivery teams to design and implement effective solutions.</li>
</ul><h3 class="jobSectionHeader"><b>Project Delivery &amp; Stakeholder Management</b></h3>
<ul><li>Lead planning, estimation, and execution of business analysis activities for complex projects.</li>
<li>Ensure deliverables are completed within agreed scope, timelines, and quality standards.</li>
<li>Act as the primary liaison between business units, stakeholders, and technical teams.</li>
<li>Present findings, recommendations, and progress updates to senior and executive leadership.</li>
</ul><h3 class="jobSectionHeader"><b>Process Improvement &amp; Strategy</b></h3>
<ul><li>Identify opportunities for operational efficiency, automation, and cost optimization.</li>
<li>Support development of new business models, service improvements, and strategic initiatives.</li>
<li>Drive continuous improvement across business processes and customer journeys.</li>
</ul><h3 class="jobSectionHeader"><b>Testing &amp; Implementation</b></h3>
<ul><li>Support User Acceptance Testing (UAT), defect resolution, and go-live readiness.</li>
<li>Ensure successful deployment and adoption of delivered solutions.</li>
</ul><h3 class="jobSectionHeader"><b>Leadership &amp; Team Development</b></h3>
<ul><li>Guide, mentor, and coach junior analysts and team members.</li>
<li>Promote best practices in business analysis, documentation, and stakeholder engagement.</li>
</ul><h2 class="jobSectionHeader"><b>Required Skills &amp; Experience</b></h2>
<ul><li>Proven experience as a Senior Business Analyst within enterprise environments.</li>
<li>Strong expertise in requirements gathering, process mapping, gap analysis, and solution design.</li>
<li>Experience working on complex business transformation or IT-enabled projects.</li>
<li>Strong stakeholder management skills with the ability to engage senior leadership.</li>
<li>Excellent communication, presentation, and documentation skills.</li>
<li>Experience supporting UAT, implementation, and change management.</li>
<li>Strong analytical thinking and problem-solving abilities.</li>
<li>Ability to work in fast-paced, client-facing environments.</li>
</ul><h2 class="jobSectionHeader"><b>Mandatory Requirement</b></h2>
<ul><li><b>Arabic Speaking &ndash; Must Have</b></li>
<li>Professional fluency in <b>Arabic and English</b> (spoken and written).</li>
</ul><h2 class="jobSectionHeader"><b>Preferred Qualifications</b></h2>
<ul><li>Bachelor's or Master's degree in Business Administration, Information Systems, IT, or related field.</li>
<li>Certifications such as CBAP, PMI-PBA, Agile BA, or equivalent are preferred.</li>
<li>Experience working with global clients and cross-functional teams.</li>
<li>Prior experience in the Middle East / GCC region is an advantage.</li>
</ul><h2 class="jobSectionHeader"><b>Why Join Us?</b></h2>
<ul><li>Permanent role with New Era Technology</li>
<li>Opportunity to work onsite with a prestigious client in Abu Dhabi</li>
<li>Exposure to strategic transformation initiatives</li>
<li>Career growth in a dynamic international environment</li>
</ul><h2 class="jobSectionHeader"><b>How to Apply</b></h2>
<p>
Please share your updated resume with <b>usharani.ketha@neweratech.com</b></p><p></p><div><p><br>
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<p>
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<p>
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Senior Business Analyst

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