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Business Analyst

| Chicago

Digital ads drive over 100 billion phone calls to U.S. businesses every year… Surprisingly, the marketers who paid for those ads typically have zero insight into these customer interactions and conversions. As the global leader in call analytics and customer experience optimization, DialogTech provides data focused marketers with an end-to-end call attribution and analytics platform. This enterprise-class solution delivers transparency and control over every conversation, so companies can optimize lead generation, map the full path to conversion, and increase sales conversions.

DialogTech is looking for a IT Business Analysts, with some project management know how, who can help support our product and corporate strategy. You will be accountable for ensuring the effective implementation, operation and management of the information technology processes within DialogTech. You should have working knowledge of at least two ITSM processes: Incident, Problem, Change, Release and Service Request management.

As a IT Business Analysts at DialogTech, your responsibilities will include refining, monitoring and the execution of processes that ensure quality outcomes for the software development and infrastructure teams. You will analyzes data to identify trends and measure process impact. While developing, administer, and communicating processes, policies, standards, and procedures to ensure standard methodology adoption and compliance within the tech environment.

You will drive key project initiatives & programs as a technology service owner. Work in a team to deliver on technology outcomes that are critical to the company's success. In addition to your teamwork that will go into maturing DialogTech’s IT program, you will work closely with our technology leaders to insure our compliance with industry regulatory bodies such as; PCI-DSS, SOC, HIPAA, ISO, and GDPR. This will be an excellent learning opportunity for someone looking to get a start in or expand on their Risk management and Security knowledge. 

Key Responsibilities: 

  • Develop and maintain information technology operational procedures.
  • Create workflows, runbooks, handle configuration, and provide support for service management tools.
  • Recommend to the team the purchase of products and/or services necessary to support IT processes.
  • Work with internal tech teams to understand and improve their support and performance metrics.
  • Lead technology projects using scrum techniques to optimise velocity and ensure project completion.
  • Coordinate and lead update meetings with multi-functional teams.
  • Be responsible for the technology efforts involving in security testing & auditing, reporting results for annual auditing and certification of compliance of IT Governance Controls.
  • Liaising with the External Auditors and 3rd parties for PCI-DSS and SOC2 compliance validation and reporting.
  • Act as great teammate with superb communication, interpersonal and presentation skills used to interact with both technical and non-technical multi-functional team members.
  • Review and document current processes and procedures, identifying areas for improvement and provide recommendations to the appropriate groups.
  • Implement documentation of policies, procedures, and standards for process and service delivery.
  • Prepare written documentation - both functional and technical - for a wide variety of system assessments or specifications.

Your background:

  • Bachelor's Degree in MIS, Computer Science, Business Administration, or equivalent experience.
  • Familiarity with ITSM
  • ITIL Foundation certification a plus
  • Experience in project management and/or process development in a startup, enterprise, or SaaS provider environment.
  • A practical understanding of Agile (Scrum or Kanban) methodologies.
  • Excellent oral and written communication skills
  • Proficient with google docs, google sheets, charting, flow charting, graphing, and internet research.
  • Bonus points if you have administered some combination of; JIRA Software, JIRA Service Desk, or Atlassian Confluence.

Ideally, you are a self-starter, growth-minded contributor who can take the lead on projects, and has a phenomenal will to get things done. You have a desire to learn and take on new challenges. You understand what growth and change feels like and you embrace them rather than run from them. If this sounds like you, we’d love to talk.

Why DialogTech?

At Dialog Tech, we hire SWANs, Smarter than average, hard Working, Ambitious, and Nice – we want the best on our team and in turn we give the best. Join us at one of the 101 Best and Brightest Places to Work in Chicago and nationally, 9 times running, Chicago Tribune's Top 100 Workplaces company and a 2017 Crain's Fast 50 company!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • VoiceXMLLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • ZendFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RDSDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • TumblrCMS
    • WordpressCMS
    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • MarketoLead Gen


Right across the street from Willis Tower, we are easily accessible by CTA and Metra lines... and a ton of food trucks!

An Insider's view of DialogTech

What are some social events your company does?

We have loads of weekly formalized social events, from Friday beer bashes to charitable initiatives (causes are chosen from a pool of topics near and dear to DialogTech team members' hearts. We also participate in intramural sports and have an active women's group.


Customer Support Engineer

What projects are you most excited about?

My team is building a Sourcetrak offering that allows customers to use their own phone numbers and telephony while leveraging DialogTech's data and analytics. I'm excited to implement new serverless and scaling technologies to enhance Sourcetrak.


Software Engineer

How does the company support your career growth?

DialogTech supports my career growth by providing me with the right tools. I'm allowed to spend my time and an allocated budget to do things that I want to do to help myself grow. For me this is classes, books, etc. I have been fortunate enough to grow within the organization because of this and an open mind from our leadership.


Customer Success Manager

What unique initiatives do you have that encourage innovation?

At DialogTech we believe innovation is a byproduct of culture. We value teamwork above all else and because of this close-knit environment, we're able to freely share ideas that in a competitive - individual first company, would oft go unsaid.


VP of Customer Success Management

What is your vision for the company?

The most enjoyable part of working at DialogTech are the people and being able to work on cutting edge technologies. It's a collaborative environment. People take the time get to know you, both personally and professionally. Everyone is incredibly supportive of one another. The company is very focused and works towards their vision.


Director of Platform Engineering and Operations

What are DialogTech Perks + Benefits

DialogTech Benefits Overview

DialogTech offers three different plans to choose from: BlueCross BlueShield $250 deductible PPO medical, $2,500 deductible HSA plan (with employer contributions), and a BlueAdvantage HMO plan.
Dental insurance through Guardian Dental PPO plan and VSP Vision Insurance which provides the option of seeing any provider you choose within the network, without referral.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
DialogTech's vision insurance plan provides the option of seeing any provider you choose within the network, without referral and a Wellness Exam Copay of $20.
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
DialogTech's 401(k) retirement plan offers investing into a Roth/Pretax retirement account.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We offer 100% paid maternity leave for up to 12 weeks and 3 weeks paid paternity leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
At DialogTech we have unlimited PTO for all our employees.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
We have weekly Beer Bashes in our office every Friday at 4 pm to start the weekend off right with our colleagues.
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
DialogTech provides free in-office premium beverages, fruit, cereal as well as healthy snacks.
Some Meals Provided
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

At DialogTech we work to live, not live to work. It’s why we have an unlimited vacation policy and other rich benefits like 100% covered, paid maternity leave. We believe hiring the right people is our most important job and we believe in rewarding you for your hard work.

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