BUSINESS SYSTEMS ANALYST – CONTRACT ROLE
Position Overview: We are looking for an experienced Senior Business Systems Analyst (BSA) to lead the deployment of a comprehensive Workforce Engagement platform across our global operations. The platform focuses on Workforce Management, Quality Assurance, and Employee Coaching to enhance organizational performance. The successful candidate will act as a key intermediary between business stakeholders and technical teams, ensuring seamless platform integration and optimization while delivering impactful solutions.
Key Responsibilities:
* Spearhead the definition and documentation of requirements for the Workforce Engagement platform, aligning product functionality with business objectives.
* Serve as the main point of contact between business units and technical teams, facilitating effective communication and translating business needs into technical requirements.
* Collaborate with platform providers and internal teams to thoroughly understand the product’s capabilities, ensuring they are leveraged effectively to meet organizational goals.
* Act as the internal champion for platform adoption and drive continuous improvements across Workforce Management, Training, and Quality functions.
* Evaluate current tools, processes, and workflows to identify areas for improvement and innovation within Workforce and Learning & Development, ensuring alignment with strategic goals.
* Explore and recommend AI and machine learning opportunities to enhance Quality Management and streamline processes across the organization.
* Ensure that the platform design and implementation are aligned with corporate strategy, integrating seamlessly with existing systems and future technology roadmaps.
* Deliver tailored, high-impact solutions that address business challenges and improve operational efficiency across the workforce management lifecycle.
* Design and establish policies and procedures to optimize platform usage, with a focus on improving workforce management, training effectiveness, and real-time operations.
* Implement scalable solutions that support Workforce Management, Quality Assurance, and Employee Development, ensuring consistent performance and quality outcomes.
* Manage the configuration and administration of the platform, focusing on Workforce Management and Quality Assurance functions to ensure optimal usage.
* Collaborate with cross-functional teams, including IT and business leaders, to develop and implement integration strategies for large-scale global initiatives.
* Partner with project and program managers to set clear project objectives, timelines, and milestones, ensuring successful delivery of the Workforce Engagement platform.
* Support software development teams throughout the platform’s lifecycle, providing input and oversight to ensure solutions are designed with end-user needs in mind.
* Delve into technical discussions with engineering teams to resolve issues and develop the best solutions for the platform’s end users.
Required Qualifications:
* Bachelor’s degree in a relevant field, with a minimum of 6 years of experience as a Business Systems Analyst or in a similar role.
* Experience with Genesys WEM platform or similar.
* Strong expertise in enterprise-scale systems and global operations, with experience working on complex technology implementations.
* At least 3 years of hands-on experience with contact center technology platforms and Workforce Management systems.
* Proficiency in Agile methodologies, with a strong background in using JIRA or similar project management tools.
* Experience in business systems analysis within customer-focused organizations, with a solid track record of delivering scalable solutions.
* Exceptional communication skills, with the ability to clearly articulate technical concepts and business strategies to stakeholders at all levels.
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