Senior Systems Analyst

Role Summary

Looking for an experienced Senior Systems Analyst who possesses a strong understanding of Jira, agile methodologies, contact center technology and has familiarity with the SCCR processes. The idle candidate should have basic knowledge of contact center cloud technologies such as Genesys Cloud and AWS Connect and the related impacted systems such as IVR, Telephony, Reporting, Dialer, SMS, Chat, etc.

The candidate is expected to contribute at least 9 hours in a day with an hour lunch towards the Intake process and should be willing to work onshore eastern time hours.

Key Responsibilities

Utilize expertise in Jira to manage the CCT Intake requests, create Epics/Tasks, update acceptance criteria and gather the requirements from businesses.
Maintain CCT Jira Dashboard
Maintain CCT Intake mailbox.
Analytical experience related to identifying missing requirements for a new intake.
Provide support to capture the requirements accurately by utilizing the expertise in contact center technology, including IVR systems, Telephony platforms, migrations and systems integrations.
Lead business meetings when necessary to obtain clarification on requirements.
Updating Epics with refined requirements.
Calculating level of effort and soliciting cost estimates from developers/architects.
Maintaining JIRA Dashboard for status updates on Epics from creation to handoff to a delivery team.
Collaborate with cross-functional teams to gather requirements as per required standards, analyze system needs and obtain Level of efforts.
Following up on funding approval requests
Conducting meetings to clarify requirements
Adhere to SSCR processes.

Required Skills & Experience

Bachelor’s degree in computer science, information Technology or related fields
Minimum 3 years of experience in a systems analyst or similar role, preferably in a contact center environment for a US based healthcare organization.
Proficiency in Jira and experience with Agile methodologies.
At least 1 year of experience in working on Agile projects and Jira.
Experience in contact center as a systems analyst is preferable.
Understanding of Inbound Call Flow
Ability to conduct meetings with business stakeholders to clarify requirements and update the Epic with the provided details
Proven ability to manage multiple projects simultaneously and prioritize tasks in a fast-paced environment.
Strong communication skills, with the ability to collaborate effectively with cross functional teams.
Experience in Microsoft Office applications is a must
Experience in MS Teams
Experience in Visio Call Flows
Experience in Excel