IT Business Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Implement and support business information systems across various departments.

• Collaborate with Product Owners and business leaders to manage team backlogs and define as well as deliver strategic visions.

• Partner with stakeholders, product owners, and development teams to gather requirements, define business needs, and convert them into technical solutions.

• Lead roadmap planning, backlog refinement, prioritization discussions, and project decision-making while balancing risks and competing priorities.

• Create and maintain business requirements, project charters, UAT plans, and communications regarding project status.

• Track the progress of software development and coordinate the resolution of production issues.

• Manage multiple initiatives and act as a Subject Matter Expert for supported products or programs.

• Configure, administer, optimize, and enhance Genesys Cloud, including routing, IVR flows, queues, reporting, and contact center operations.

• Troubleshoot issues and enhance inbound/outbound call handling, dialer setup, disposition processes, and integrated interaction workflows.

• Identify opportunities for process improvement to drive systemic organizational change.

⛳️ Requirements

• A degree in Analysis, Technical/Business Administration, or Communication fields, along with 3 years of relevant experience, or a total of at least 6 years in specific Business Analyst roles and experience.

• Proficiency in T-SQL, which includes writing queries and analyzing SQL data.

• Familiarity with contact center technologies and telephony concepts relevant to Genesys Cloud, such as call routing, IVR design, and workforce engagement tools.

• Over 2 years of hands-on experience supporting or administering Genesys Cloud, including Architect flows, queue configuration, user/role management, and reporting.

• At least 4 years of demonstrated experience with the Software Development Life Cycle (SDLC) in both Agile and Waterfall methodologies.

• A minimum of 6 years of experience creating software development requirements documents.

• 6 years of experience in writing development tasks based on requirements documents.

• 4 years of experience interacting with senior leadership.

• Strong organizational and time management skills.

• Excellent analytical and problem-solving abilities.

• Capacity to work independently as well as in various team environments.

• Ability to pass a background check upon hiring and throughout employment, covering criminal, identity, education, employment, sanctions, prohibited-parties, sex-offender-registry, and 10-panel drug-screen checks.

• A responsible individual with a high level of integrity and ethical standards.

• Capability to identify compliance irregularities.

• Exceptional communication and interpersonal skills.

• High-speed internet service with a minimum download speed of 20 Mbps, upload speed of 5 Mbps, and maximum latency of 100 milliseconds, installed prior to starting.

• Frequent use of computer and phone systems is necessary.

• Ability to remain stationary and seated for extended periods, communicate effectively, inspect information, perform repetitive motions, interpret data, solve problems, make decisions, organize and plan, while maintaining a positive and professional demeanor.

• A quiet workspace with minimal background noise for calls.

🏝️ Benefits

• Annual performance-based discretionary incentive.

• Coverage for medical, dental, and vision.

• 401(k) plan with a competitive employer match.

• Company-paid life and disability insurance.

• Paid parental leave and wellbeing incentives.

• Generous paid time off, including time for volunteering.

• Flexible spending accounts for healthcare and dependent care expenses.

• Opportunities for professional development and tuition reimbursement.

• Flexibility for remote work.

• Equipment provided by the company.

• A chance for meaningful personal and professional growth.