Business Systems Analyst - Contact Center

Hybrid 3 days on site in Columbus, OH
This role will be in support on our tier one banking clients 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 is 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:
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
Skills
Business analysis, Agile, contact center, ivr, Sql, tableau
Top Skills Details
Business Analysis, Agile, Contact Center, IVR
Additional Skills & Qualifications
Nice to have:
1-3+ years with a SQL or Oracle databases
Advanced Tableau skills
Genesys Certified Associate
Talkdesk
Verint
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $45.00 - $55.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Columbus,OH.
Application Deadline
This position is anticipated to close on Mar 15, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.