NEW JOB OPENING
BUSINESS ANALYST
IN Chicago, IL, USA!

***Only qualified Business Analyst candidates located near Chicago, IL area to be considered due to the position requiring an onsite presence***



This Business Analyst role will support the Unified Communications team Project team in the analysis of Application Inventory to identify the application owner(s) and take necessary steps to determine remediation, as well as support process improvement the team. Work closely with product owners to align service activities and establish and maintain monthly metrics for services.



Education:

• Bachelor's degree preferred in Computer Science, information systems or a related field



Experience Level:

• 2 (3-6 years’ experience)



Qualifications:

• Over 5 – 7 years performing business analysis, requirements gathering, process mapping and clear concise procedure documentation, with strong relationship management, and support experience

• Experience as Business Analyst in Infrastructure and/or applications with application lifecycle, server-client applications, and application certifications is helpful

• BA Industry certifications preferred (CBCP, BCI, or ITIL)

• Proficiency in defining processes, analytics, Key Performance Indicators (KPI) with baselining of KPIs

• Experience in developing enterprise level business training

• Experience working in a team-oriented, collaborative environment is essential

• Familiarity working with Project/Portfolio Management Tools such as Clarity and Service Now, Jira, Azure DevOps, and Confluence etc.

• Knowledge of Agile and iterative development methodologies

• Solid working knowledge of MS Office Suite and other software including MS Teams/SharePoint, OneNote, Azure DevOps (ADO), Excel (Pivot tables, basic formulas), and Visio

• Strong communication skills to effectively collaborate all members of the project team

• Understanding of current technologies and Software Development Lifecycle (SDLC)

• ITIL framework foundations experience

• Ability to obtain, understand and respond strategically to business requirements

• Ability to understand priorities and focus on appropriate roadblocks that hinder the project goals and meet deadlines and possess a passion and desire to succeed

• Highly detail oriented, well organized, and able to coordinate multiple projects simultaneously

• Strong analytical, problem solving and conflict resolution skills

• Energetic, motivated, service-oriented, ability to multitask

• Excellent listening, oral, and written communication skills

• Strong interpersonal and teamwork skills

• Flexible to new situations and challenges

• Experience in a global operations environment

• Preferred Telecom and Contact Centers experience



Tasks & Responsibilities:

• Business Analysis with process mapping, process baseline and process improvement measurement

• Training and Documentation

• Liaison between business applications and Infrastructure

• Support Infrastructure project team in achieving expected outcome to meet acceptance criteria

• Conduct engagements with business partners and collect business requirements, document and analyze output of business and data requirements using any of the following methodologies: Business requirements templates, use cases, and impact studies

• Serve as liaison with project team and assist with project activities for requirements and implementation efforts

• Contributes to project discoveries, kickoff meetings, prepare business needs into detailed business requirements documents, use cases and systems diagrams

• Assist with preparing department documentation and presentations for project engagements

• Establish and maintain department dashboards

• Provide weekly, monthly, and quarterly metrics for voice and Contact Centers services

• Maintain team tracker for weekly activities and collect updates from team members

• Support team project activities in Azure Dev Ops, buildout with stories for weekly sprints

• Maintain IT Service Management portfolio of processes, procedures, and training material for department

• Support Incident Management, Change Management and Operational Ticket processes and procedures and maintain accurate documents leveraging the best practices of the ITIL framework

• Collect and retain Service Level Agreements (SLAs) for tracking and reporting vendors performance based on established KPI’s

• Engagements with Service Now team for design and implementations with intake management

• Support efforts with department process and outside integrations

• Maintain Teams and SharePoint site with key business documentation

• Support business process improvement by evaluating current practices, identifying process improvements, and establishing modifications

• Support Contact Centers real-time and historical reporting and metrics; create reporting templates, data validation, custom report requests

• Maintain inventory records of services

• Assist with department surveys

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**