Overview
Skills
Job Details
Role : Senior Business System Analyst - Level -3
Location: Columbus, OH
Duration: 6 to 12 Months (Contract to hire)
MOI : Telephonic & MS Teams
Primary Skills: Agile, Financial, and Contact Center
Need Candidates with a Minimum of 9 Years of Experience. This is an On-site/Hybrid model on W2.
Candidates must have Contact Center experience.
Job Description:
This is an ISS Department position. Provides systems support for the assigned business unit or assigned application(s), which include the following:
- Maintains, monitors, and 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 support our contact center systems and the implementation of new systems. This includes IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones, desktop integrations, callbacks, and more. Experience with these systems, their functions, and operation is highly important.
Responsibilities:
- Leads assigned projects and/or provides advanced technical and consultative support to other team members for the 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 the 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 the 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 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 the 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, and Visio.
- Experience with the 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.