Objective of job
In the CRM team, take responsibility as CRM Product Owner to work with business units to collect business needs, analyze business requirements, prepare product backlog and transfer demands to delivery team to ensure delivered results meet the business demands.
Task description
– Understand business process in call center and be able to propose consolidated solutions referring to the business problems or oppotunities.
– Setup and enhance enterprise knowledgebase management, be able to do market research and product analysis to build fabulous product.
– Specify CRM related analysis and connection with intelligent telephony system.
– Responsible to analyze business needs of cloud call center or SaaS product (IVR, ACD functions included.)
– Work with the team of product management to prioritize backlog of business demands for CRM.
– Responsible for user story break down and documentation.
– Be able to use online tools and offline tools for product management (e.g. JIRA, Kanban, etc.)
– Provide the consulting service to customer, analysis of customer requirements.
– Provide proposals to resolve the customer demands, direct implementation by the development team.
– Understand the value-chains of the Business partners (Internal & External) & serve as facilitator between Business and IT.
– Prepare and support business requirement specification process.
– Conduct research, data collection, analysis and synthesis to prepare, present and deliver recommendations and solutions to business partner.
– Steer the development of solutions with internal teams and external supplier temas to meet business requirements.
– Take part of responsibility of supplier management, to ensure external resources are utilized in a smart way and they can deliver product with high efficiency in terms of time and cost.
– Define or review business problems or opportunities using correct analysis techniques to develop a solution scope statement or create a business case.
– Elicit or identify requirements, decompose and elaborate requirements, write and deliver requirement specifications, prototype or validate requirements using defined techniques.
– Collaborate in the development of project goals and objectives by providing clarification of business needs and solution scope. Communicate requirements status to keep team informed of requirements issues, conflicts, changes, risks and overall status.
– Define strategy for requirements traceability using traceability tools and techniques to track and monitor the requriements.
– Develop requirements management plan, select requirements change control mentods and select documentation management tools to organize the business analysis activities.
– Validate the solution’s test results and reports, obtain stakeholders sign-off and evaluate deployed solutions to determine how well the solution meets the business case and value proposition.