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Senior Business Analyst

Company: Spruce Technology Inc.
Location: Boston
Posted on: July 15, 2019

Job Description:

Dice Template for Contract Roles Position Senior Business Analyst Location Boston MA Job Type Contract Duration 6 Months Spruce Technology is a mid-size and rapidly-growing Information Technology services firm headquartered in New Jersey. An award-winning firm (Inc 5000, SmartCEO) with a steadily growing portfolio of commercial and government clients, Spruce Technology provides innovative technology solutions, specialized IT staff, and IT strategy consulting nationwide. Spruce Technology, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived age, sex, pregnancy, race, creed, color, national origin, disability, marital status, sexual orientation, citizenship status, genetic information, religion, or any other characteristic protected by applicable federal, state or local laws. Job Description We are looking Senior Business Analyst to assist one of our clients in Boston MA. This role will be on- site. The Call Center Business Analyst is responsible for the analysis, configuration, management, and reporting Primary Responsibilities Provide data analysis and reportingon Five 9 call center implementation Provide reports such as trends and queue statistics Perform analysis of complex voice process flows and reporting. Manage system improvements in coordination with business and vendors. Ensure effective communications between the business, internal IT staff, and vendors. Provide strategic planning and reporting for all business groups on the Five 9 platform. Create roadmap for ACDContact center technology based on assessment on business requirements. Mentoring call center administration on best practices on call tracking and, monitoring, management. Ensure business inclusion throughout the management of the project schedule, project decision making, training, etc., ensuring all business needs are met. Establish a communication strategy in partnership with the business and IT sponsors to effectively communicate project related information to team members, IT management, and customers throughout the project life cycle. Facilitate the definition forfuture project scope, milestones, tasks, deliverables and resource requirements. Coach, mentor and train other (business and IT) members on use of the application. Lead initiatives to enhance application capabilities. Escalate issues that require executive attention. Advice and assist Call Center business groups with Five9 development of new IVR scripting and menu modifications. Act as a subject matter expert on the Five9 Workforce planning, daily MIS reporting and skilling features. Work with Incident Management team and Customer Engagement manager to help bring resolution to incidents and ensure communication to stakeholders both business and IT Maintain and manage current state and future state documentation, help build run books to operationalize current implementation Manage and coordinate integrations with payment, Atlas and other systems Required Skills Qualifications BABS degree in Business, Computer Science or related field. 5+years direct work experience in Call Center application support Ability to work independently and within a team environment. Demonstrated track record of success at delivering Call Center projects on time, within budget, and with high quality, achieving project objectives. Demonstrated experience managing vendor contracts and implementations. Deep Knowledge of call center applications. (Preferably Five 9) Server Virtualization, Windows OS. Prior experience on projects with federal, state or local government desired but not required Familiarity with Workforce planning strategies Experience with Call Center IVR scripting and messaging techniques Desired Skills Strong knowledge of call center environments. Including call center application and call center operations. Five9 application portal knowledge preferred Experience in project management. Ability to define, manage and exceed customer expectations. Strong intellectual curiosity and capacity for professional growth Ability to effectively communicate and build consensus across various project stakeholders including, IT management, business customers, team members, IT Operations staff, and other IT colleagues and team members. Perform with a strong sense of urgency. If interested, please forward a current copy of your resume with contact information to (Arun Kumar 973-405-6873 arun dot m at sprucetech dot net)

Keywords: Spruce Technology Inc., Boston , Senior Business Analyst, Professions , Boston, Massachusetts

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