Senior Business Systems Analyst (IT)

This role will be in support on our contact center systems and the implementation of new systems. This includes IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones and desktop integrations, call backs and more. Experience with these systems, their functions and operation are highly important.

• Leads assigned projects and/or provides advanced technical and consultative support to other team members for assigned business unit or assigned application(s) that are typically more complex and of a larger impact to the company. 
• Maintains in-depth knowledge of applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s). 
• Analyzes existing systems or procedures and identifies technical or procedural improvements. 
• Recommends business practices to optimize use of application systems. 
• Develops operational procedures for products, services and systems. 
• Designs processes to meet regulatory requirements. 
• Develops and generates special or Ad Hoc reports. 
• Provides technical support to business unit, customers, management and other users. 
• Serves as liaison between software vendors and business units, or between users and other corporate areas.
• Creates and maintains documentation for IT and business areas
• May maintain and run access reviews and DR events
• Participates in off-hour production releases as needed.
• Incident and problem management
• Must assist in developing and executing on strategic plans 

Basic Requirements:

• Agile System Development life cycle experience
• Experience as a business or systems analyst
• Experience in banking and contact center

Beneficial Experience:

• Bachelor's Degree
• Project planning and management, with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
• Knowledge and Experience in waterfall and agile methodologies.
• Experience in a Business Analyst role performing the listed responsibilities, including experience with the following artifacts is desirable:
• Eliciting and documenting functional requirements, use cases, and User Stories
• Producing process flows using Visio
• Demonstrable technical skills and ability to learn technology
• Strong organization, written and oral communication skills
• Experience facilitating group sessions to gather requirements with ability to ask relevant questions to drill into the details
• Experience tracking and driving deliverables to completion
• Experience with Microsoft products including, Outlook, Word, Excel, Teams, Visio.
• Experience with ServiceNow platform
• Experience with Agile collaboration tools, including Microsoft Azure DevOps (ADO)
• Genesys Cloud certification
• Experience with contact center systems including Cisco UCCE, Finesse, Egain, Verint WFO Suite and Virtual Hold Technology