Sr Business Analyst - Union, United States - Insight Global

Insight Global Union, United States

3 weeks ago

Description

A client in Cincinnati is seeking a Business Analyst to join the Cloud Contact Center program to work closely with technical teams to migrate the call center software from Genesys Pure Connect to NICE.

This BA will pull and document requirements early into the role and eventually work more heavily with the business.

More Responsibilities Include:
Responsible for planning and monitoring activities for business analysis activities.
Chooses a business analysis approach that is appropriate for the change.
Performs a stakeholder analysis to determine potential types and areas of impact associated with the change.

Builds a strong relationship with the project manager to ensure a common understanding of the goals, objectives and scope of a change initiative.

Responsible for elicitation of business requirements and related activities.
Uses a variety of elicitation techniques to identify the characteristics of the change.
Confirms and communicates what the stakeholders' needs are.
Identifies and cultivates relationships with key stakeholders; forms and asks probing questions and actively listens to responses.
Responsible for activities related to business requirements management and communication.

Translates business concerns, questions and desires into clear stakeholder requirements through use cases, process diagrams, functional requirements and others.

Defines relationships between various types of requirements.
Traces requirements to business objectives, test cases and solutions.
Assesses the value, urgency and risk associated with each individual requirement.
Evaluates new and changing requirements for impact to projects.
Works with stakeholders to reach approval and agreement on requirements.

Acts as a liaison between the stakeholder and project team(s) to ensure understanding of the requirements will result in an effective solution.

Responsible for requirements analysis and design definition. Analyzes the needs in order to recommend a solution or a range of solutions.
Analyzes and quantifies the potential value of the solution options.
Models and/or tailors requirements so they are understandable and usable by each stakeholder group.
Responsible for strategy or Enterprise analysis.
Analyzes current state of how the Enterprise functions today, setting a baseline and context for future changes.
Defines future state goals and objectives and how the Enterprise needs to change to meet those goals.
Understands uncertainties and assesses risks to recommend actions to deliver value.
Performs gap analysis between current and future state, recommending the highest value approach for reaching the future state.
Examines the potential value of the solution to determine if the change is justified.

Coordinates and facilitates meetings with representatives from all levels of the organization, vendors and regulatory agencies as required to support planning, validation/acceptance and final deployment processes.

Provides support, mentoring and guidance to project teams and incumbents.
Performs other duties as assigned by management.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.

Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:
.

Required Skills & Experience

5+ years of IT Business Analyst experience
Experience with call center projects (platform integrations, call center workflows and/or process improvements)
(any call center software, they are working with Genesys Pure Connect & NICE)

*Soft Skills: strong communication (can articulate their experience), independent (can operate with ambiguity and minimal direction), must be comfortable in fast paced environment

Nice to Have Skills & Experience

IVR knowledge/experience
PMI-PBA, CBAP, or CCBA certifications
Solid understanding of SDLC practices
Familiarity with data integration, web services, and RESTful APIs
Ability to read and interpret XML and JSON messages
Conceptual understanding of Enterprise Service
Service-Oriented Architecture
.Pub/Sub Asynchronous messaging services

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching.

Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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