Job Summary:
We're seeking one Technology Analyst that can provide technical support for the Virtual Customer Service Center (chatbot) and Voice to Text Translation applications and Court modernization programs.
Required Qualifications:
Bachelor's degree in information technology, computer science, business administration, or a closely related field.
Minimum three (3) years of experience as a Business Analyst, Technology Analyst, or Systems Analyst, supporting software applications and/or digital products.
Demonstrated experience supporting conversational AI/chatbot solutions and/or voice-to-text / speech recognition applications including implementation, enhancement, maintenance and operations.
Experience working in an Agile/Scrum environment, participating in sprint planning, backlog refinement, sprint reviews, and retrospectives.
Proficiency with common Agile and requirements tools (e.g., Jira/Azure DevOps, Confluence/SharePoint, Visio or equivalent).
Ability to work with technical teams to translate business needs into solution requirements, and to communicate effectively with both technical and non-technical stakeholders.
Proven ability to elicit, analyze, document, and manage requirements, including user stories, acceptance criteria, process flows, and traceability to business outcomes.
Experience facilitating daily Scrum or equivalent stand-ups and coordinating work across product owners, developers, testers, and stakeholders.
Experience performing change and release management activities including impact assessments, stakeholder communications, adoption planning, release notes, and operational readiness.
Experience executing testing activities, including test planning, writing test cases, conducting UAT, defect triage, and validation of fixes.
Experience developing and delivering end-user and content owner training, including training materials, job aids, and live/virtual sessions.
Strong written and verbal communication skills, with the ability to produce clear documentation and facilitate meetings.
Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment
Additional Skills/Qualifications Desired:
Ability to manage multiple projects.
Detail orientated.
Self-motivated.
Collaboration, interpersonal, and communication skills.
Advanced analytical and problem-solving abilities.
Excellent organizational and time-management skills.
Work in a fast-paced agile environment.
Description of Tasks and Responsibilities
Provide Business, technical, data analysis, and support for multi-projects.
Perform user research and analysis to understand user needs, pain points and document findings.
Work with stakeholders, team members, and management to understand business requirements and ensure that stakeholder expectations are understood and met.
Work closely with Management and the project team to identify and evaluate technical solutions (i.e. evaluating different tools, or system solutions, as needed, analyzing the pros and cons of each solution including preparing high level budgets) to ensure the quality and timeliness of product deliverables.
Gather, analyze and document requirements and ensure alignment of and sign off from stakeholders.
Maintain a prioritized backlog, define epics, write user stories, translate business needs to actionable requirements and define acceptance criteria.
Provide business and technical writing support to project team members.
Work with technical team to explain the business, functional requirements and determine the level of efforts.
Provide business, technical analysis and recommendations for multiple projects.
Create test strategies and test plans for new features and perform testing that will be used to verify a feature.
Create reports, dashboards and visualizations using Power BI and Excel.
Create and maintain user guides, demo videos, release notes and other project artifacts.
Provide User training and support to users and stakeholders.
Provide to content Subject Matter Expertise (SME) training for content management.
Provide program and application support to courts and application users.
Provide Chatbot and translator app user support, ticket resolution, including user administration, issues, and questions.
Facilitates issues resolution and escalate issues that cannot be resolved by the team.
Provide subject matter expertise on the program to the stakeholders, customers and users.
Provide assistance to SMEs with managing chatbots and translator content. Ensure chatbot unanswered questions and answers are addressed with content SMEs.
Provide business and technical advice towards the development and upkeep the policies, standards, and guidelines supporting the branch and trial courts.
Communicate with contracted vendors, trial court personnel, justice partners, and management regarding deployment strategies, identified issues, and possible resolutions
Provide support throughout the project lifecycle
Provide status reports as required.
Other tasks as assigned.
Monthly Status Reports.
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