Information Technology Business Analyst

Day-to-Day

This is for a Business Analyst role in our Banking Client's Chat and Voice Technology organization. The Business Analyst will work closely with Business units, subject matter experts and technical resources to define and deliver Contact Center Routing solutions that meet business objectives. Responsible for combining business and technology skills with strong leadership, communication, negotiation, facilitation, adaptation and presentation skills. Serves as the ultimate facilitator between Business and IT in truly understanding the business's needs and plays a key role in the overall management and success of a project through the entire project lifecycle. Using proven methods and tools, this position leads the planning, eliciting, analyzing, validating and managing of requirements, business processes, high-level solution design, test case design, and implementation planning & support - in partnership with Project Managers, Business Stakeholders, and IT interfacing groups. This position may also be called upon to lead other IT project work based on changing project demands

Desired Skills and Experience

- 4 years in an IT Business Analytics role working in a call center, contact center environment

- Familiar with Call Center technologies such as, IVR, ACD, Skill Based Routing, Workforce Management, Toll-free Routing, etc

- Experience gathering requirements and working with stakeholders/business units

- Experience utilizing Jira to create user stories

- Experience working in an Agile Environment