About the Team

The Systems, Operations, and Analytics (SOA) team within the Customer Experience (CX) organization drives operational excellence and data-driven insights. They design, implement, and manage CX systems and processes, monitor system performance, identify risks, develop data analytics strategies, and provide insights to leaders. The team consists of system architects, business system analysts, and business analysts. They work on projects like implementing new software solutions, real-time analytics development and reporting, and automating processes.  The SOA team aims to improve operational efficiency, reduce costs, increase customer satisfaction, enhance decision-making, and provide a competitive advantage.

About the Role

We're looking for a skilled and motivated Business Systems Analyst to join our SOA Team as a contractor. In this role, you will be the bridge between our business goals and our technical solutions. You'll work closely with various lines of business to understand their needs, design and document innovative solutions, and guide technical teams in their implementation.

The ideal candidate is a self-starter who is passionate about leveraging technology to solve complex problems and improve the customer experience. You'll have a strong background in systems architecture, excellent communication skills, and the ability to work independently to drive projects from concept to completion.

Responsibilities

?       Collaborate with various business stakeholders to gather and analyze requirements for new systems and features.

?       Assist in Design and Documentation of comprehensive technology architectures, including all integration points, data flows, and dependencies.

?       Serve as the primary liaison between business users and technical development teams, translating business needs into technical specifications and vice versa.

?       Evaluate new tools, technologies, and platforms to enhance our CX ecosystem.

?       Develop and build small-scale proof-of-concepts (POCs) to validate technical solutions and new ideas.

?       Utilize and apply AI tools and technologies to automate business processes and solve common, repetitive problems.

?       Present technical solutions and architectural diagrams to both technical and non-technical audiences, ensuring clear understanding and buy-in.

?       Proactively identify and address potential technical risks and challenges.

Required Qualifications

?       3-5 years of experience in a systems analyst or similar role.

?       Proven experience in documenting complex system architectures, including experience with various diagramming tools (e.g., Lucidchart, Miro, draw.io).

?       Strong understanding of a wide range of technologies and integration patterns.

?       Excellent cross-communication skills with the ability to effectively communicate with diverse teams and stakeholders.

?       Demonstrated ability to find and document technological solutions for complex business problems.

?       Experience building and presenting proof-of-concepts.

?       Proficiency in using everyday AI tools for automation and solution design.

?       Familiarity with the Software Development Life Cycle (SDLC) and Agile methodologies.

Preferred Skills and Experience

?       Experience in the Customer Experience (CX) or Customer Relationship Management (CRM) space.

?       Knowledge of specific CX tools and technologies Salesforce, Clari Co-Pilot, Qualtrics, Magnify.io., etc.

?       Experience with data modeling and database design.

?       Relevant Certifications (e.g., Salesforce System Architect, AWS Certified Solutions Architect, Azure Solutions Architect Expert).

Thank you in advance for your attention and continued support.