Technical Business Analyst

Job Summary:

Our client is seeking a Technical Business Analyst to join their team! This position is located in Charlotte, North Carolina.

Seeking a proactive Technical Business Analyst to support a homegrown, high-volume ticketing application used by call center agents to route complex issues to back-office teams. This is a unique, end-to-end role where you will be responsible for the entire software development lifecycle, including requirement gathering, hands-on configuration, and quality assurance testing. As a "hybrid" analyst, you will bridge the gap between business needs and technical execution, ensuring that operational requests are translated into high-quality documentation and functional system updates.

Duties:

• Partner with cross-functional stakeholders to capture business requirements and translate them into comprehensive Business Requirement Documents (BRDs) and Jira user stories
• Perform hands-on system configuration within the home grown tool to implement requested changes, such as modifying workflows, updating ticket fields, and routing logic
• Execute root cause analysis on recurring operational and system issues to improve resolution efficiency and reduce downstream analysis effort
• Analyze operational data using SQL and Microsoft Excel to identify trends, friction points, and process gaps within the ticketing ecosystem
• Conduct testing, quality assurance, and validation for all configurations to ensure high-quality deployments and minimal ticket rejection rates
• Design UI/UX mock-ups and screenshots to demonstrate proposed changes, ensuring the layout and interactive design are intuitive for call center end-users
• Monitor key performance indicators, including ticket open-to-close times, to drive continuous improvement initiatives
• Provide active troubleshooting support during business hours for any system breaks or production issues reported through the Cherwell board
• Facilitate meetings and demos with stakeholders, maintaining clear and proactive communication regarding project progress and technical constraints

Desired Skills/Experience:

• Proven experience in technical business analysis with a strong emphasis on writing detailed Business Requirement Documents (BRDs)
• Hands-on technical literacy in JSON and SQL to perform system configurations and run database queries
• Proficiency in Jira for managing user stories and tracking project progress
• Strong problem-solving skills with the ability to troubleshoot complex system hooks and API interactions
• Familiarity with UI/UX principles, including the ability to create digestible visual documentation and mock-ups for user training
• Exceptional verbal and written communication skills, with the confidence to host calls and lead discussions with senior stakeholders
• Experience with tool configuration, similar to Salesforce administration or other homegrown CRM/ticketing platforms
• A background in psychology, finance, or technical recruiting is welcomed, provided the candidate possesses the required technical aptitude
• Middle-level experience is ideal, showing a balance of established skills and a desire to grow within a long-term team

Benefits:

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered

The approximate pay range for this position is between $40.00 and $50.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.

At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

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