Job #: 2692
Title: Business Analyst Covid
Contract Labor Title: Implementation: Project Planning & Management Services
Functional Title: COVID‐19 Business Solutions Analyst, Contact Center Program
We are seeking two (2) qualified candidates for the position of COVID‐19 Business Solutions Analyst for a 1‐year contract with possibility of extension.
Engagement Location, Hours and Duration:
Though not to be a regular occurrence these individuals will require the flexibility to work nontraditional business hours and days based upon the pandemic needs.
Principal Duties and Responsibilities
The COVID‐19 Contact Center project is providing trace and test process, procedures and call handling using a 3rd party Contact Center solution including use of SalesForce.
The success of this project will require a full‐time Business Solutions Analyst consultant so that the must‐have requirements from the current business process are accurately documented, approved and accepted by all project Stakeholder so that the requirements can be technologically met.
There is extensive documentation for process, procedures, requirements and reporting. Reporting and business ability to measure solution to expected KPIs will need the Business Solutions Analyst’s assistance in education.
Training, communication and employee readiness will need the Business Solution Analyst to liaison across the entire project team within and the associated vendors.
Functional responsibilities include:
• Interview project team members and stakeholders on objectives and requirements. Transcribe the current processes including reporting processes and metrics.
• Extensive documentation and instruction.
Operational requirement gathering, process and procedural improvement.
Policy and procedure creation and instruction.
Data aggregation and standardized reporting.
• Support and maintain the operational aspect of this COVID‐19 Call Center.
• Serves as liaison with vendors and H+H IT regarding go‐live requirements.
• Provide suggestions and ideas as the operations organization becomes more robust throughout the duration of the pandemic and its potential changed in direction.
Qualifications / Required Skills
COMMUNICATION SKILLS: This position requires strong writing and reading comprehension skills as well as excellent business etiquette.
COMPUTER SKILLS: Excellent computer skills, including comfort with to Microsoft applications including PowerPoint, Excel, Word, and Outlook and willingness to learn new customer relations and information management systems.
EDUCATION: Bachelor’s degree or correlated experience.
EXPERIENCE: 5+ years’ experience with project management practices and processes. The ideal candidate has extensive experience in customer‐facing roles.