Business Analyst Location: Richardson, TX Desired Start: ASAP Anticipated End: December 31, 2012 (with potential extensions) This position is responsible for analyzing/coordinating requirements; defining project scope and requirements, translating business requirements into deliverables to support the client's goals use cases, activity or flow diagrams, and participating in project management activities; performing business research to identify gaps between current state and future vision; conducting interviews with customers and enterprise experts to provide insight based on business research and analysis; maintaining all documentation on the business project; and working closely with the Business Architects Management and IT interpreting and documenting functional/non-functional requirements. Essential function: • Work as a liaison among stakeholders to elicit, analyze, communicate and validate requirements for changes to business processes, policies for one or many Call Center technology components. • Analyze business problems and opportunities in the context of the requirements and recommend solutions that enable the organization to achieve its goals. • Define and document business, user, and functional requirements using appropriate documentation techniques to describe statements of the goals, objectives, or needs of a particular stakeholder or group of stakeholders (on projects of medium and high complexity). • Translate high-level business requirements into functional specifications for the CMC or IT organization and manage changes to such specifications. • Obtain consensus by facilitating communication between business unit's) and IT from initial requirements to final implementation. From a project perspective, owns the entire Project and/or DM and ensure it is implemented based on customer needs. • Demonstrate an expertise in all business units being supported, as well as an understanding of the CMC or IT organization's systems and capabilities in order to participate in project activities and research requests on an ongoing basis. REQUIRED: • Solid and recent experience using Visio • Knowledge of a workforce management scheduling software tool • Call Center Management or operations/systems analysis OR 5 years experience in project management, method analysis, or operations/systems analysis. • Clear and concise verbal and written communication skills. • PC proficiency to include but not limited to MS Office. • Solid Facilitation, Presentation and Highly Personable individual HIGHLY DESIRABLE: • Working knowledge of an ACD system • Experience with IVR design a HUGE plus GENERAL INFORMATION: US Citizens, Perm Residents,EAD,TNPermit holders, and local candidates highly preferred, but others with outstanding skills will be considered. Candidates must be able to interview in person if requested by client (at own expense) (may or may not have a preliminary phone screen) Should be able to begin work with no more than 2 weeks’ notice from time of offer. Must be willing to work on site for the duration of the assignment. Resumes must show month and year for each job/assignment.
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