What are the responsibilities and job description for the Senior IT Business Systems Analyst position at Resource Innovative Technologies LLC?
Role: Senior IT Systems Analyst, Contact Center Technology & Operations, Contact centre CCaaS experience Must
Descriptions:
"We are seeking a highly skilled and experienced Senior IT Systems Analyst with a strong background in Contact Center operations to join our Contact Center Transformation Program. The ideal candidate will work closely with the product owner and business stakeholders to create a charter, vision, backlog, epics, features, and more. This individual will coordinate and support new feature processes for Contact Center Operations and Technology Enablement. A firm knowledge of Genesys Cloud Platform and Dynamics 365 is essential to align platform capabilities with business needs.
Key Responsibilities:
- Collaborate with the product owner and business stakeholders to define the project charter, vision, and roadmap.
- Develop and maintain the product backlog, including epics, features, and user stories.
- Coordinate and support new feature processes for Contact Center Operations and Technology Enablement.
- Ensure alignment of platform capabilities of Genesys Cloud Platform and Dynamics 365 with business requirements.
- Communicate effectively with technical teams and business stakeholders to ensure alignment and transparency.
- Provide guidance and support to the development team to ensure successful delivery of project goals.
- Monitor and report on project progress, risks, and issues.
- Manage and resolve ServiceNow tickets for contact center operations, delivering Level 1 support for routine inquiries and issues reported by contact center agents and leadership within the Genesys Cloud telephony environment.
- Minimum 7 years experience in a Business Systems Analyst role
- Proven experience as a Senior IT Systems Analyst or similar role in Contact Center operations.
- Strong knowledge of Genesys Cloud Platform and Dynamics 365.
- Excellent communication and interpersonal skills to work effectively with business stakeholders and technical teams.
- Knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
- Expereince working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
- Strong analytical and problem-solving skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Bachelor s degree in computer science, Information Technology, or a related field is preferred.
Preferred Skills:
- Experience in Contact Center transformation related projects.
- Certification in relevant technologies or methodologies (e.g., Genesys Cloud, Dynamics 365, Agile/Scrum).
- Experience in Banking Industry"
Salary : $45 - $50