Senior Systems Analyst (Remote)

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
  
  

Salary And Other Compensation

Applications will be accepted until 07/17/2026.

The annual salary for this position is between $ 80,000– $ 100,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan
  
  

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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