- Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, and task workflow analysis.
- Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
- Proactively communicate and collaborate with external and internal customers to analyse information needs and functional requirements and deliver the following artefacts as needed: Business Requirements Document, Cost analysis, Use Cases, GUI, Screen and Interface designs
- Assesses the risks of various solutions and prioritizes competing business demands
- Drive and challenge business units on their assumptions of how they will successfully execute their plans
- Plan work schedule to all the team members associated with a Project or Product / Service. Ensure all the projects are provided with high quality, low cost and meet timelines.
- Develop requirements specifications according to standard templates & using past knowledge.
- Facilitating (not participating in) the daily standup
- Helping the team maintain their burn down chart
- Setting up retrospectives, sprint reviews or sprint planning sessions
- Shielding the team from interruptions during the sprint
- Removing obstacles that affect the team
- Walking the product owner through more technical user stories
- Encouraging collaboration between the Scrum team and product owner
Product Support :
- Manage the Support desk team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Recruit, train and support - support representatives and technicians
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Proactively follow up with customers & internal stakeholders to identify areas of improvement
- Develop daily, weekly and monthly reports on support desk team's productivity
- Provide customer feedback to the appropriate internal teams, like product developers & stakeholders on periodical basis
- Ensure 100% adherence to processes
- Ensure 99% adherence to SLA norms
- Contribute to technical knowledge base article