Senior Technical Support Business Analyst

Company: PTC Inc.
Location: Needham, MA
Posted on: May 6, 2016

Job Description:

Interacts with business requestors concerning enhancements and change

requests for Technical Support web tools and the Customer Relationship

Management (CRM) system, and converts them to user “stories” and

requirement specifications. Works closely with System Architects,

Fellows, and Principal and Senior Engineers to identify solutions to

business requirements and to define technical architecture. Works

directly with the Development team throughout the Software Development

Life Cycle (SDLC) to prioritize requirements into sprint cycles, break

functional specifications into technical specifications, guide

Developers with technical architecture and User Interface (UI) design,

and deliver user-focused product features that meet business requests

and project goals. Performs functionality testing for Technical Support

tools and the CRM system and validates the results against

specifications. Initiates and coordinates the overall management of the

CRM system and Technical Support web tools releases. Communicates

release notes, critical production issues, and system updates to

stakeholders. Creates and maintains change history and functionality

updates at a shared location. Coaches and trains junior team members

concerning existing business processes, tool functionalities, and

development standards.

Education and Experience Requirements:

Bachelor's degree (or equivalent foreign education) in Computer Science,

Information Systems, Engineering, Business or a related field plus 3

years of experience translating business requirements into technical

specifications and providing related support.

OR, in the alternative:

Master’s degree (or equivalent foreign education) in Computer Science,

Information Systems, Engineering, Business or a related field plus 1

year of experience translating business requirements into technical

specifications and providing related support.

Special Requirements:

(1)Demonstrated expertise leveraging the Salesforce Service Cloud,

including the following functions: APEX, VisualForce, Profiles, roles,

security, workflows, validation rules, approvals, advanced formulas,

custom objects, reports, and dashboards to manage the overall

transformation of the CRM system through development of new features and

configurations;

(2)Demonstrated expertise supporting global Customer Support operations,

including multi-channel contact center, case management, workflow,

knowledge management, online self-service, reporting, and analysis in a

Cloud-solution environment;

(3)Demonstrated expertise validating test cases for User Acceptance

Testing (UAT) and refining test cases to meet business requirements;

and,

(4)Demonstrated expertise leveraging Agile/Scrum methodologies to

develop Web tools and CRM customizations.

Send resume to resumes@ptc.com and include job title and "Job Code GCJB"

in the subject line.

Keywords: PTC Inc., Boston , Senior Technical Support Business Analyst, Computer , Needham, MA, Massachusetts