Business Systems Analyst

**Job#: 2085001**

**Job Description:**

Job Title: BSA

Location: Columbus, OH (Onsite)

Pay: $51/hr-$461/hr

Contract Length: 6 Months

This is an ISS Department position. Provides systems support for assigned business unit or assigned application(s) which include the following: - Maintains, monitors, updates assigned application systems - Researches problems and takes appropriate action to correct - Tests and implements new software or software modifications - Develops and provides user training for new and existing applications, products and procedures Develops and updates documentation to support policies or procedures. Develops, generates, maintains and monitors reports, files, and/or other data. Responds to questions and provides technical support to members of the business unit. May act as liaison between software vendors and business unit or between users and other corporate areas.

This role will be in support on our contact center systems and the implimentation 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:

Bachelors Degree

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 c