Heitmeyer Consulting
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Title:
Senior Business Systems Analyst (IT) Summary: The Senior Business Systems Analyst provides advanced technical and consultative support for assigned applications, with a focus on contact center systems. This includes IVR, call routing, reporting, workforce optimization/management, call recording, softphones, desktop integrations, and callback systems. The role involves system maintenance, implementation of new solutions, troubleshooting, user training, documentation, and acting as a liaison between business units, vendors, and IT. Key Responsibilities: Lead projects and provide expert support for complex, high-impact systems.
Maintain, monitor, and enhance assigned applications, staying current on technical trends.
Analyze systems and processes, recommending and implementing improvements.
Develop operational procedures, ensure regulatory compliance, and create technical documentation.
Manage incident/problem resolution, access reviews, disaster recovery events, and off-hour releases.
Produce reports, process flows, and requirements documentation (functional specs, use cases, user stories).
Collaborate across teams to deliver solutions that optimize contact center performance.
Basic Requirements: Agile SDLC experience.
Proven business/systems analyst experience.
Banking and contact center background.
Preferred Qualifications: Bachelors degree.
Project management skills, with ability to manage multiple priorities.
Knowledge of Agile and Waterfall methodologies.
Proficiency in Microsoft Office, Visio, ServiceNow, and Azure DevOps.
Experience facilitating requirements sessions and driving deliverables to completion.
Contact center technology expertise (Genesys Cloud, Cisco UCCE, Finesse, Egain, Verint WFO Suite, Virtual Hold Technology).
Genesys Cloud certification a plus.
To Apply for this Job Click Here #J-18808-Ljbffr
Title:
Senior Business Systems Analyst (IT) Summary: The Senior Business Systems Analyst provides advanced technical and consultative support for assigned applications, with a focus on contact center systems. This includes IVR, call routing, reporting, workforce optimization/management, call recording, softphones, desktop integrations, and callback systems. The role involves system maintenance, implementation of new solutions, troubleshooting, user training, documentation, and acting as a liaison between business units, vendors, and IT. Key Responsibilities: Lead projects and provide expert support for complex, high-impact systems.
Maintain, monitor, and enhance assigned applications, staying current on technical trends.
Analyze systems and processes, recommending and implementing improvements.
Develop operational procedures, ensure regulatory compliance, and create technical documentation.
Manage incident/problem resolution, access reviews, disaster recovery events, and off-hour releases.
Produce reports, process flows, and requirements documentation (functional specs, use cases, user stories).
Collaborate across teams to deliver solutions that optimize contact center performance.
Basic Requirements: Agile SDLC experience.
Proven business/systems analyst experience.
Banking and contact center background.
Preferred Qualifications: Bachelors degree.
Project management skills, with ability to manage multiple priorities.
Knowledge of Agile and Waterfall methodologies.
Proficiency in Microsoft Office, Visio, ServiceNow, and Azure DevOps.
Experience facilitating requirements sessions and driving deliverables to completion.
Contact center technology expertise (Genesys Cloud, Cisco UCCE, Finesse, Egain, Verint WFO Suite, Virtual Hold Technology).
Genesys Cloud certification a plus.
To Apply for this Job Click Here #J-18808-Ljbffr