BUSINESS ANALYST

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Position : Business Analyst

Level :- B1 (0-2 years of experience)

Shift: Currently Regular (8 AM-5:30 PM) with Saturday and Sunday as Off. This may change in the future (potentially moving to Rotational shifts and week off's).

Qualification: Graduate (preferred MBA for BA)

Location : Hyderabad

Preferred Qualification:

• Must be an MBA or Equivalent master’s degree from Tier II B-Schools
• 2 to 5 years of IT, Operations and Finance experience
• Candidates with Engineering background would be preferred (but not mandatory)
• Exposure to project and program management function
• Ability to effectively influence and communicate cross-functionally with all levels of management
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment

Good to have:

• Understanding of SQL / PL-SQL

Roles & Responsibilities :-

• Manage mid/large projects, develop and coordinate realistic project estimates, plans, working and communicating effectively with Engineering, Product Management, QA, Operations
• Understand products, internal tools and processes and leverage those to push automation and increase work efficiency
• Using data and scientific management techniques to provide solutions to cater to various business needs
• Process Analysis to Improve Throughput, Quality and Operations and Forecasting
• Study the As Is processes and come up with To Be efficient processes. Mapping and Implementation
• Predicting resource and volume forecast for different processes
• Metrics and Scorecards preparation for various evaluations, comparisons •Preparing Scorecards for competing entities (vendors, admin, processes). Preparing Dashboard and Metrics for Program Managers •User Response Analysis , Performance and Quality Measurement, New Metrics Definition
• Financial Analysis not limited to Cost Benefit, Price per Quantity , Resource and Overhead costing for various activities
• Project Management including Planning, coordination, Effort estimation, Reporting and Execution •Coordinating entire project by integrating with different teams
• Driving the project and identifying parameters for next steps/enhancements
• Leveraging multiple teams/products for data enhancement
• Leading and assisting in special Pilot Projects related to Business and coming up with actionable recommendations
• Preparing Executive Level Presentations
• Participation and Analytical Suggestions in increasing user base/participation for Map product

͏

Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No

Performance Parameter

Measure

1

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Geographic Information Systems(Maps)

.Experience: 1-3 Years

.Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.