Riverbed Technology, Inc.

  • Business Analyst

    Job Locations US-San Francisco | US-CA-Sunnyvale
    Req No.
    2019-4866
    Category
    Tech Support
  • Company Overview

    Job Description

    Title:  Business Analyst

    Function:  Global Support Infrastructure

    Reports to:  Director Global Support Operations
    Location(s):  Sunnyvale or San Francisco

     

    Riverbed, The Digital Performance Company, enables organizations to maximize digital performance across every aspect of their business, allowing customers to rethink possible. Riverbed’s unified and integrated Digital Performance Platform, brings together a powerful combination of Digital Experience, Cloud Networking and Cloud Edge solutions that provides a modern IT architecture for the digital enterprise, delivering new levels of operational agility and dramatically accelerating business performance and outcomes. At more than $1 billion in annual revenue, Riverbed’s 30,000+ customers include 98% of the Fortune 100 and 100% of the Forbes Global 100. Learn more at www.riverbed.com

     

    With over 2,000 employees globally, Riverbed offers the rewarding experience of working with some of the smartest, most passionate, and nicest people in the industry who are changing the world through cutting edge technology and applications. Each of us is committed to delivering the strategies, architectures and technologies that our partners and customers need to control, optimize and have visibility into their networks and applications.

     

    PURPOSE:

    Define, analyze and document business requirements for Riverbed Global Customer Success business optimization projects. Manage requirements to help fulfill business needs, including our technical support organization and contract renewals sales business.

    RESPONSIBILITIES:

    • Implement advanced strategies for gathering, reviewing and analyzing data requirements.
    • Prioritize requirements and create conceptual prototypes and mock-ups, including workflow diagrams.
    • Translate and simplify business requirements in preparation for submission to Riverbed IT department.
    • Drive projects forward on behalf of support systems program managers; lead meetings, document decisions and project manage new initiatives
    • Apply best practices for effective communication and problem-solving.
    • Use requirements to drive the design and management of test cases.
    • Manage User Acceptance Testing (UAT).
    • Drive decision making related to project phasing.

    SKILLS REQUIRED:

    • Excellent project management skills and a positive attitude
    • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
    • Creative and analytical thinker with strong problem-solving skills
    • Must demonstrate exceptional verbal and written communication skills
    • Must demonstrate ability to communicate effectively at all levels of the organization
    • Ability to 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 

    EXPERIENCE REQUIRED:

    • Strong analytical and business problem solving skills with focus on increasing productivity/customer satisfaction in an environment of rapid change and ambiguity.
    • Experience leading cross-functional teams in the development, documentation and delivery of process innovations.
    • Experience with high tech Technical Support processes and systems including SFDC OR experience in Contract renewal sales businesses
    • Excellent written and verbal communication, including technical writing skills.
    • Proven ability to conduct cost/benefit analysis.
    • Proven ability to design develop and produce process flows.
    • Solid understanding of risk management strategies and skills.
    • Business case development expertise.
    • Use case development experience.
    • Test case management experience including User Acceptance Testing (UAT)

     

    Why Riverbed Technology?

    If you are a high-achiever who wants to be part of a dynamically growing, billion dollar plus company, then you should look closely at Riverbed.  We offer the rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. The company has been recognized multiple years for attracting and retaining today’s top talent as a great place to work by Glassdoor, Fortune magazine’s 20 Great Workplaces in Tech and by numerous other publications.

     

    Learn more at www.riverbed.com

     

    Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

     

     

     

    *LI-MK1

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