Diverse Lynx
Role- Business Systems Analyst
Location- Chicago, IL
Job Type- Contract
Purpose: The Business Systems Analyst, positioned within AbbVies Business Technology Solutions (BTS) organization, will play a crucial role in the rollout and continual enhancement of a speech analytics solution for AbbVies Complete Access operations. This position involves gathering and defining business and technical requirements, configuring system changes, and collaborating across teams to deliver impactful solutions. The ideal candidate will leverage insights to drive improvements in customer interaction and service quality using speech analytics technologies such as CallMiner, NICE, or Verint.Key Responsibilities:? Collaborate with stakeholders to gather and define requirements for speech analytics technologies, ensuring alignment with strategic business goals.? Perform in-depth analysis to identify business and functional requirements and translate them into detailed technical specifications.? Bridge communication between business units and technical teams to facilitate successful implementation and continuous improvement of analytics solutions.? Create and maintain comprehensive documentation to support development and quality assurance processes.? Lead QA efforts by writing test cases and executing end-to-end testing to validate system performance and user experiences.? Design, develop, deploy, and maintain business rules and configurations within speech analytics solutions.? Effectively convey existing or new technology solutions to business partners in a non-technical manner.? Collaborate with developers and system engineers to manage sprints, perform release management tasks, and ensure adherence to agile methodologies.? Define and monitor key performance indicators for solutions, analyzing trends to identify customer problems and new opportunities.? Adapt to changing priorities while maintaining a focus on delivering successful customer experiences.Qualifications:? Bachelor's degree in Information Systems, Business Administration, Management, IT, or a related technical field.? 5+ years of prior experience as a Tech Analyst, Business Systems Analyst, or similar role, preferably in a contact center environment.? Extensive industry experience in Speech Analytics solutions, including knowledge of tools like CallMiner, NICE, or Verint, with a preference for experience in CallMiner.? Experience implementing or administering SaaS platforms in contact center technologies.? Strong communication, collaboration, and stakeholder management skills.? Strong visualization skills and ability to construct a compelling data narrative on solutions and experiences.? Expertise in JIRA and Agile methodology, with a proven understanding of high-performing organizations within release cycles.? Comfortable managing high-profile, fast-paced projects, with exposure to technical project management and prioritization processes.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Purpose: The Business Systems Analyst, positioned within AbbVies Business Technology Solutions (BTS) organization, will play a crucial role in the rollout and continual enhancement of a speech analytics solution for AbbVies Complete Access operations. This position involves gathering and defining business and technical requirements, configuring system changes, and collaborating across teams to deliver impactful solutions. The ideal candidate will leverage insights to drive improvements in customer interaction and service quality using speech analytics technologies such as CallMiner, NICE, or Verint.Key Responsibilities:? Collaborate with stakeholders to gather and define requirements for speech analytics technologies, ensuring alignment with strategic business goals.? Perform in-depth analysis to identify business and functional requirements and translate them into detailed technical specifications.? Bridge communication between business units and technical teams to facilitate successful implementation and continuous improvement of analytics solutions.? Create and maintain comprehensive documentation to support development and quality assurance processes.? Lead QA efforts by writing test cases and executing end-to-end testing to validate system performance and user experiences.? Design, develop, deploy, and maintain business rules and configurations within speech analytics solutions.? Effectively convey existing or new technology solutions to business partners in a non-technical manner.? Collaborate with developers and system engineers to manage sprints, perform release management tasks, and ensure adherence to agile methodologies.? Define and monitor key performance indicators for solutions, analyzing trends to identify customer problems and new opportunities.? Adapt to changing priorities while maintaining a focus on delivering successful customer experiences.Qualifications:? Bachelor's degree in Information Systems, Business Administration, Management, IT, or a related technical field.? 5+ years of prior experience as a Tech Analyst, Business Systems Analyst, or similar role, preferably in a contact center environment.? Extensive industry experience in Speech Analytics solutions, including knowledge of tools like CallMiner, NICE, or Verint, with a preference for experience in CallMiner.? Experience implementing or administering SaaS platforms in contact center technologies.? Strong communication, collaboration, and stakeholder management skills.? Strong visualization skills and ability to construct a compelling data narrative on solutions and experiences.? Expertise in JIRA and Agile methodology, with a proven understanding of high-performing organizations within release cycles.? Comfortable managing high-profile, fast-paced projects, with exposure to technical project management and prioritization processes.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.