5 days old

Sr IVR Business Analyst

Cary, NC 27513
  • Job Code

Job Summary:

The successful candidate will be a self-motivated, Tech-savvy Sr. IVR Business Analyst with the ability to think strategically, gather and analyze multi-sourced data to provide insights that support decision making, and collaborate with cross-functional team members in a highly matrixed, fast paced enterprise-level organization. The Sr IVR Business Analyst will lead the end-end analysis, documentation, management, and tracking of business requirements throughout the life of the project/program.


- Develop business requirements to implement new and/or modified processes, complete general business analysis and process mapping activities (i.e., current state, future state)

- Communicate technical concepts to non-technical audiences, and business concepts to technical audiences

- Efficiently manage and trace requirements end to end, throughout the life of the project/program

- Effectively conduct data gathering and data analysis in order to draw insights, conclusions, and determine impacts in order to aid in planning, project execution, and decision making

- Exposure to IVR/Telephony in operational setting highly desired

- Plan, lead and host meetings to elicit and document high level and detailed business requirements

- Communicate concepts using narrative, graphical, and visual means with strong business writing and communication skills

- Identify gaps, dependencies and linkages between programs, and communicate findings with appropriate program leadership and team members

- Apply emotional intelligence, communication, planning, meeting management, and time management skills to successfully execute day to day activities

- Work in a virtual environment and/or with virtual team members

- Provide updates to management regarding business analysis deliverables and the application and implementation of new or revised processes

- Manages critical relationships with CSC staff, IT partners, and LOB partners

- Performs other duties as assigned or required

- Apply basic project management principles and techniques to plan and manage workload and report status updates to Program leadership

Experience Required:

- Extensive experience (>5yrs) with developing business requirement (BRDs), and process mapping (swim lane workflows) documents

- Strong Data Analysis skills

- Experience in Call Center, IVR, and/or Telephony

- Experience working on dynamic, transformational projects highly desired

- Experience planning and managing Quality Assurance and User Acceptance Testing highly desired

- Experience working through all aspects of the SDLC with the flexibility to adapt to both Agile and Waterfall methodologies highly desired

- Strong written and oral communication skills, with experience succinctly presenting business analysis outcomes and recommendations

- Ability to work within a team environment as well as independently

- Ability to balance multiple responsibilities and adapt to changing priorities

- Strong working knowledge of Microsoft Word, Excel, PowerPoint, and Visio required

- Strong analytical skills required

- Strong Critical Skills required

- Strong analytical and critical thinking skills required

Supervisory Responsibilities

- None

Education Required and Competencies

- Bachelor's degree in Business or Information Systems with equivalent experience (>5 years)

- Six Sigma/LEAN certification (beneficial but not required)

- Analytical thinking

- Critical thinking

- Data gathering and analysis

- Result Orientation

- Ability to influence

- Strong relationship building skills

- Strong research skills


  • Information Technology

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Sr IVR Business Analyst

Randstad Technologies
Cary, NC 27513

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Randstad Technologies
Cary, NC

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