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Project Senior Analyst

1 month ago

Jacksonville, Florida, United States TSR Consulting Services, Inc. Full time

Job Title: Project Senior Analyst - Business Process Expert

Job Summary:

We are seeking a highly skilled Project Senior Analyst - Business Process Expert to join our team at TSR Consulting Services, Inc. This is a long-term contract position that requires a seasoned professional with in-depth knowledge of business processes and operations.

Key Responsibilities:

  • Coordinate and disseminate information on process, policy, and procedure changes.
  • Apply in-depth disciplinary knowledge to resolve issues and ensure the successful completion of projects.
  • Develop and implement project plans, including benefits management, stakeholder management, acceptance, and central project issue logs.
  • Ensure resources are assigned to projects and monitor commitment.
  • Execute change control throughout the project lifecycle.
  • Identify, document, and understand project dependencies.
  • Identify key stakeholders who participate in project scope definition.
  • Track actual project costs, identify variances, and reforecast project costs as needed.
  • Measure project management performance against standards.
  • Ensure appropriate project staffing levels.
  • Establish project communication needs and create project communication plans.
  • Create project risk management plans and work with procurement teams to create, administer, track, and close project contracts.
  • Facilitate the transition of systems, products, and process development to minimize adverse operations impact.
  • Participate in the delivery of internal communications to enable business officers to effectively service clients.
  • Act as a point of contact and liaison between departments and required business areas for the implementation of activities to ensure accurate communication to clients.
  • Manage and coordinate business and regional projects with a focus on development and change management.
  • Investigate product, policy, and procedure queries raised by team members on a daily basis.
  • Liaise with key stakeholders to implement new procedures or clarify any misinterpretation as required.
  • Regularly review processes, policies, and procedures to identify process gaps and recommend updates or revisions associated with project management and business compliance.
  • Provide feedback to project management leadership regarding risk issues and business cases raised by specific business units.
  • Collate communication items, investigate issues, and ensure relevant communications are created in a timely, clear, and accurate manner.
  • Draft and communicate staff briefs, including system changes.
  • Monitor and communicate on Service Level Agreements of other departments that affect service delivery within a project.
  • Conduct ongoing research on effective mediums and tools to improve communications.
  • Exercise independence of judgment and autonomy.
  • Act as a subject matter expert to senior stakeholders and/or other team members.
  • Assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding the business, its clients, and assets.

Requirements:

  • 5-8+ years of experience in a similar role.
  • Demonstrate strong business knowledge, including understanding of core businesses, supporting processes, and operations.
  • Working knowledge of call center technologies, systems, technologies, and system work practices.
  • Knowledge of HR policies and procedures.
  • Knowledge of the call center industry.
  • Previous customer service management experience within a call center setting.
  • Tertiary qualifications desirable.
  • Outstanding problem-solving skills, with a commitment to quality and attention to detail.

Education:

  • Bachelor's/University degree or equivalent experience.