DOT Senior Technical Business Analyst

The Senior Technical Business Analyst is responsible for the analysis, configuration, management, and reporting for the client. The Technical Business Analyst is accountable for working with the business groups to make sure the platform is meeting their expectations. This position focuses on supporting the technology the Contact Center groups are using today and in the future.

Requirements

Responsibilities

• Execute, document platform's administrator changes.
• Create, document change requests when required.
• Work with internal cross-functional IT teams
• Provide effective written and verbal communications to users, stakeholders, vendors regarding the status of incidents, changes, other initiatives that he/she will be responsible for.
• Work with Major Incident Management team and Customer Engagement Manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT.
• Escalate issues that require executive attention.
• Provide data analysis and reporting on the various components of the "Five 9" system when required.
• Perform system analysis and provide documentation of complex call flows.
• Work with business users, stakeholders to assess, document business requirements on new initiatives, projects.
• Gather user and system requirements through open-ended discussions, JAD, brainstorming sessions.
• Prepare, design workflow diagrams and process workflows.
• Advice and assist Contact Center business groups with Five9 development of new IVR scripting and menu modifications.
• Manage system improvements in coordination with business groups and vendors.
• Manage and coordinate integrations with payment (Secure Pay), Atlas, and other systems.
• Lead initiatives to enhance application capabilities, such as IVA implementation, integration with other internal applications.
• Coach, mentor, and train other (business and IT) members on the use of the various components of the Five9 platform.
• Maintain and manage current state and future state documentation, help build run books to operationalize current implementation.
• Facilitate the definition for future project scope, milestones, tasks, deliverables, and resource requirements.
• Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc, ensuring all business needs are met.

Skills

• Must have strong knowledge of contact center environments. Including call center application and call center operations. Five9 application knowledge preferred.
• Must have strong analytical and problem-solving skills.
• Must have excellent verbal and written communication skills.
• Ability to effectively communicate technical matters.
• Ability to gather business requirements and translate them into functional requirements.
• Experience in technical business, systems analysis in a related industry.
• Ability to define, manage and exceed customer expectations.
• Strong intellectual curiosity and capacity for professional growth.
• Experience in project management.
• Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members.
• Perform with a strong sense of urgency.

Qualifications

• BA/BS degree in Business, Computer Science, Management Information System or related field.
• 5+years direct work experience in Contact Center application support.
• Demonstrated analytical background, experience managing vendor contracts and implementations
• Deep knowledge of contact center applications. (Preferably Five 9) Server Virtualization, Windows OS.
• Knowledge of end-to-end systems
• Knowledge of ITIL processes and service delivery.
• Knowledge of requirements gathering and elicitation techniques.
• Ability to work independently and within a team environment.
• Prior experience on projects with federal, state, or local government desired but not required.
• Experience with Call Center IVR scripting and messaging techniques.