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Business Operations Analyst

2 months ago

Santa Clara, California, United States InterVision Systems, LLC Full time

**About the Role**

We are seeking an experienced Business Analyst to join our team at InterVision Systems, LLC. The ideal candidate will have a strong understanding of Contact Center operations and will be responsible for capturing detailed business requirements, process mapping, and facilitating the development of solutions that drive efficiency and effectiveness.

**Key Responsibilities**

  • Conduct stakeholder interviews, surveys, and workshops to gather business requirements and understand the objectives of the Contact Center project.
  • Analyze existing Contact Center processes, workflows, and technology infrastructure to identify areas for improvement or streamlining.
  • Collaborate closely with business units, IT teams, and project managers to translate business requirements into functional and technical specifications.
  • Document findings and recommendations in a clear and concise manner, including the use of flowcharts, diagrams, and other visual aids to clarify requirements.
  • Review, analyze, and evaluate business systems and user needs, and recommend appropriate solutions.
  • Work closely with the project team to prioritize requirements, plan implementations, and coordinate testing and rollout of new features or changes.
  • Act as a liaison between the business side and the providers of IT services to ensure effective communication and collaboration.
  • Monitor project progress by tracking activity, resolving problems, and publishing progress reports.

**Requirements**

  • 3+ years of experience as a Business Analyst, preferably in a Contact Center environment.
  • Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements.
  • Excellent verbal and written communication skills, with the ability to communicate complex information clearly and concisely.
  • Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint. Experience with Business Analysis tools is a plus.
  • Familiarity with Agile and/or Waterfall project methodologies.
  • Certification in Business Analysis (e.g., CBAP, PMI-PBA) is an advantage.