Business Systems Analyst with Research Marketing Backgr

Business Systems Analyst with Research Marketing BackgrDescription: This position entails a strong customer service background with a primary focus on research marketing, surveys and conducting focus groups. Must also have advanced knowledge in IT-related functions, with emphasis on an ITIL background. This position will specifically be responsible for working with a team to deliver a marketing and research strategy involving survey results and reports on an ongoing basis. The position includes working to ensure voice of the customer input into the existing processes and procedures, while ensuring effective escalation and resolution of issues in relation to customer concerns and recommendations. Will also be responsible for creating and executing tangible plans for the improvement of customer satisfaction survey results and focus groups.Responsibilities:Establish and maintain effective partnerships with IT principals, as well as various customer groups.Manage the escalation of issues and problems and ensure timely resolutions.Analyze and report on user behavior, system behavior and understand trends.Participate in the development and execution of service and customer satisfaction improvement plans.Provide voice of the customer feedback on initiatives, communications, policies, procedures, and processes developed for the delivery of IT services.Identify systemic problems affecting the customer's ability to effectively utilize the IT services and ensure appropriate remediation plans are created and executed.Develop educational materials to assist in the effective utilization of IT services.Advise and guide customers on the effective utilization of IT services.Facilitate communication, cooperation, and teamwork among all relevant partners to ensure continuous improvement of the customer experience.Develop and maintain IT-related customer satisfaction surveys.Develop and maintain survey initiative results and reports.Work closely with others to implement a marketing and research strategy for the voice of the customer campaign.Direct involvement with organizing, implementing and maintaining focus groups. Requirements: Strong background in reporting, statistics, focus groups, surveying and creating/implementing business plans is mandatory.2+ years experience and a Bachelor's degree in Marketing, Marketing Research, Business, or a related field of study.5+ years in a customer service oriented role.3+ years working in an IT-related role or discipline.Solid understanding of Business, Marketing Research, and Statistics.Highly proficient in MS Office products.Innovative, resourceful, customer obsessed, deadline driven, proactive.Excellent communication skills.Must be able to effectively explain, illustrate and present ideas, thoughts, and issues.Strong problem-solving skills.Location: Phoenix, AZ Type: CONTRACT Duration: 180 - 365 Days Pay Rate: $42.00 - $45.00 Hourly DOE Contact: Volt Technical ResourcesVolt Workforce Solutions3020 E. Camelback Rd., Ste. 365Phoenix, AZ 85016PH: 602/955-7750FX: 602/955-7288  Connecting talented people and respected companies. APPLY NOW Job Information Reference ID: 300273-3503-12-225180 Company: Volt Workforce Solutions Location: Phoenix, AZ 85027 Status: Temporary/Contract/Project Salary: $42.00 - $45.00 Hourly DOE Job Category: IT/Software Development Contact Information Company: Volt Workforce Solutions Address: 3020 E. Camelback Rd., Ste. 365Phoenix,AZ 85016 Email: Apply by Email Phone: 602/955-7750 Fax: 602/955-7288