Overview
On Site
USD 45.00 - 55.00 per hour
Full Time
Skills
Business Systems
Call Center
End-user Training
Routing
Reporting
Optimization
Workforce Management
Call-recording
Technical Support
Customer Relationship Management (CRM)
Documentation
Problem Management
Banking
Project Planning
Management
Waterfall
Functional Requirements
Use Cases
User Stories
Process Flow
Communication
Facilitation
Microsoft Office
Microsoft Outlook
Microsoft Excel
Microsoft Visio
ServiceNow
Microsoft Azure
DevOps
ADO
Cloud Computing
Cisco UCCE
Business Analysis
Agile
Interactive Voice Response
SQL
Oracle
Database
Tableau
Genesys
Verint
Taxes
Life Insurance
Collaboration
Partnership
Business Transformation
Law
Job Details
TEKsystems is currently looking for a Business Analyst with a strong call center background for a hybrid onsite role in Columbus Ohio.
Description
This position provides systems support for assigned business unit or assigned application(s) which include the following: - Maintains, monitors, updates assigned application systems - Researches problems and takes appropriate action to correct - Tests and implements new software or software modifications - Develops and provides user training for new and existing applications, products and procedures Develops and updates documentation to support policies or procedures. Develops, generates, maintains and monitors reports, files, and/or other data. Responds to questions and provides technical support to members of the business unit. May act as liaison between software vendors and business unit or between users and other corporate areas.
This role will be in support on our contact center systems and the implementation of new systems. This includes, IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones and desktop integrations, call backs and more. Experience with these systems, their functions and operation is highly important.
Leads assigned projects and/or provides advanced technical and consultative support to other team members for assigned business unit or assigned application(s) that are typically more complex and of a larger impact to the company.
Maintains in-depth knowledge of applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s).
Analyzes existing systems or procedures and identifies technical or procedural improvements.
Recommends business practices to optimize use of application systems.
Develops operational procedures for products, services and systems.
Designs processes to meet regulatory requirements.
Develops and generates special or Ad Hoc reports.
Provides technical support to business unit, customers, management and other users.
Serves as liaison between software vendors and business units, or between users and other corporate areas.
Creates and maintains documentation for IT and business areas
May maintain and run access reviews and DR events
Participates in off-hour production releases as needed.
Incident and problem management
Must assist in developing and executing on strategic plans
Basic Requirements:
Agile System Development life cycle experience
Experience as a business or systems analyst
Experience in banking and contact center
Beneficial Experience:
Bachelor's Degree
Project planning and management, with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
Knowledge and Experience in waterfall and agile methodologies.
Experience in a Business Analyst role performing the listed responsibilities, including experience with the following artifacts is desirable:
Eliciting and documenting functional requirements, use cases, and User Stories
Producing process flows using Visio
Demonstrable technical skills and ability to learn technology
Strong organization, written and oral communication skills
Experience facilitating group sessions to gather requirements with ability to ask relevant questions to drill into the details
Experience tracking and driving deliverables to completion
Experience with Microsoft products including, Outlook, Word, Excel, Teams, Visio.
Experience with ServiceNow platform
Experience with Agile collaboration tools, including Microsoft Azure DevOps (ADO)
Genesys Cloud certification
Experience with contact center systems including Cisco UCCE, Finesse, Egain, Verint WFO Suite and Virtual Hold Technology
Skills
Business analysis, Agile, contact center, IVR, SQL Tableau
Additional Skills & Qualifications
Nice to have:
1-3+ years with a SQL or Oracle databases
Advanced Tableau skills
Genesys Certified Associate
Talkdesk
Verint
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Columbus,OH.
Application Deadline
This position is anticipated to close on Aug 15, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Description
This position provides systems support for assigned business unit or assigned application(s) which include the following: - Maintains, monitors, updates assigned application systems - Researches problems and takes appropriate action to correct - Tests and implements new software or software modifications - Develops and provides user training for new and existing applications, products and procedures Develops and updates documentation to support policies or procedures. Develops, generates, maintains and monitors reports, files, and/or other data. Responds to questions and provides technical support to members of the business unit. May act as liaison between software vendors and business unit or between users and other corporate areas.
This role will be in support on our contact center systems and the implementation of new systems. This includes, IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones and desktop integrations, call backs and more. Experience with these systems, their functions and operation is highly important.
Leads assigned projects and/or provides advanced technical and consultative support to other team members for assigned business unit or assigned application(s) that are typically more complex and of a larger impact to the company.
Maintains in-depth knowledge of applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s).
Analyzes existing systems or procedures and identifies technical or procedural improvements.
Recommends business practices to optimize use of application systems.
Develops operational procedures for products, services and systems.
Designs processes to meet regulatory requirements.
Develops and generates special or Ad Hoc reports.
Provides technical support to business unit, customers, management and other users.
Serves as liaison between software vendors and business units, or between users and other corporate areas.
Creates and maintains documentation for IT and business areas
May maintain and run access reviews and DR events
Participates in off-hour production releases as needed.
Incident and problem management
Must assist in developing and executing on strategic plans
Basic Requirements:
Agile System Development life cycle experience
Experience as a business or systems analyst
Experience in banking and contact center
Beneficial Experience:
Bachelor's Degree
Project planning and management, with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
Knowledge and Experience in waterfall and agile methodologies.
Experience in a Business Analyst role performing the listed responsibilities, including experience with the following artifacts is desirable:
Eliciting and documenting functional requirements, use cases, and User Stories
Producing process flows using Visio
Demonstrable technical skills and ability to learn technology
Strong organization, written and oral communication skills
Experience facilitating group sessions to gather requirements with ability to ask relevant questions to drill into the details
Experience tracking and driving deliverables to completion
Experience with Microsoft products including, Outlook, Word, Excel, Teams, Visio.
Experience with ServiceNow platform
Experience with Agile collaboration tools, including Microsoft Azure DevOps (ADO)
Genesys Cloud certification
Experience with contact center systems including Cisco UCCE, Finesse, Egain, Verint WFO Suite and Virtual Hold Technology
Skills
Business analysis, Agile, contact center, IVR, SQL Tableau
Additional Skills & Qualifications
Nice to have:
1-3+ years with a SQL or Oracle databases
Advanced Tableau skills
Genesys Certified Associate
Talkdesk
Verint
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Columbus,OH.
Application Deadline
This position is anticipated to close on Aug 15, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.