-
ID
#17812014 -
Job type
Contract -
Salary
Depends on Experience -
Source
SohanIT INC -
Date
2021-08-03 -
Deadline
2021-10-02
VOIP IVR Business Analyst
Georgia, Atlanta, 30301 Atlanta USAContract
Vacancy expired!
- Evaluation of the business and current call center processes for improvements regarding specific KPIs. Benchmarking to include:
- Payment options process review. Assessment to include:
- Overall assessment of current VOIP system
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 50 % – Business Process Analysis / Requirements Gathering
- Identifies opportunities for improving business processes through information systems.
- Researches, plans, gathers, and analyzes business and user requirements for projects.
- Interfaces with project subject matter experts to analyze and design solutions and to provide recommendations on deliverables.
- Assesses and analyzes processes and procedures to identify improvement opportunities.
- Creates content that is easy to read, thorough, flows logically, edited, indexed, and formatted.
- Elicits requirements utilizing interview, document analysis, business process descriptions, use cases, scenarios, business, task, and workflow analysis, etc.
- Translates requirements into a document ensuring requirements are clear, concise, and repeatable.
- Analyzes, defines, and documents requirements for data, workflow, logical processes, hardware and operating system environment, internal and external checks and controls, interfaces with other systems, and outputs.
- Communicates user needs to IT and project teams through a variety of project specific documents (e.g., TDD, FDD, etc.).
- Monitors, identifies, and reports information security risks to protect the enterprise’s IT assets (e.g., intellectual property, regulated data, etc.).
- Identifies and reports on compliance issues that require follow-up or investigation.
- Tracks and fully documents changes for functional and business specifications.10% – Stakeholder Interfacing
- Consults with Project Managers, subject matter experts (SMEs), technical staff, and stakeholders to identify, define, interpret, integrate, and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
- Acts as a liaison between users and IT in the analysis, design, configuration, testing, and maintenance of case management systems to ensure optimal operational performance.
- Provides assistance by responding to inquiries from others regarding errors, problems, or questions about project findings. 40% – Technical Writing/Content Management
- Writes, retains, and maintains system requirements and design documentation.
- Creates detailed project documents, workflows, and diagrams to provide clearly defined project deliverables.
- Creates and organizes new supporting documents.
- Creates user documentation to increase users’ understanding of the end products and process improvements.
- Edits content to ensure compliance with the organizations’ style guidelines and branding consistency.
- Assists in organizing and maintaining the project’s SharePoint site and other document repositories.
- Communicates and documents updates for users.
- Proficient with the analysis of Call Center Operations and VOIP Call WorkflowsRequired 3 Years
- Knowledge of Avaya, Cisco, or any type of branded VOIP systemRequired 3 Years
- Expert use of Visio, Excel, SharePoint, and other MS products is required.Required 3 Years
Vacancy expired!
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