Contact Center Business Analyst

GENERAL DESCRIPTION OF ROLE:

The Business Analyst will be involved in Requirements Gathering, Process Design/Documentation, System Configuration, Document Templates, Reporting and User Acceptance Scripting/Support activities. This includes pro-actively gathering information from a variety of sources, including through meetings at various levels within the organisation and will be expected to challenge appropriately, adding their own views whilst still presenting unbiased findings in the form of reports, process diagrams/maps etc. The Business Analyst will also be involved in Change Management activities as required.

JOB RESPONSIBILITIES:

Produce Current and future state business process maps Define and prioritise business requirements Undertake analysis (SWOT, Gap, etc) to assist in project decision making Work with 3rd party suppliers to support system configuration activities, including gathering requirements from key stakeholders for configuration tasks, reviewing system specifications and ensuring signoff is achieved from SMEs Assist with Document Template design/development and Reporting requirements/design Undertaking the development of UAT scripts and support business SME UAT activity Assist in identifying issues and potential risks relating to project and non-project situations Undertake data field mapping between systems and/or processes

SKILLS/COMPETENCIES REQUIRED:

Strong business analysis skills: requirements gathering, documentation, and prioritisation Ability to create current/future state process maps and perform SWOT / gap analysis Experience working with third party vendors on system configuration and sign off Skills in document template and report design based on business needs Experience creating UAT test scripts and supporting SME-led UAT Ability to perform data field mapping between systems/processes Strong risk/issue identification, analytical thinking, and communication skills