RESPONSIBILITIES:
Kforce has a client in Chicago, IL that is seeking a Business Analyst whose mission is to improve the customer and employee experience while delivering innovative solutions through technology and process enhancements in the Customer Contact Centers. The Business Analyst will be working with cross-functional, motivated teams on highly visible and valuable projects. They will serve as thought leader for business processes, developing forward-thinking functionality that promote efficiency and productivity.Responsibilities:- Function as a product owner for Customer Contact Center products
- Develop and maintain subject matter expertise in all product aspects including policies and procedures, NPS, and optimization initiatives
- Execute key aspects of projects and programs by supporting the entire product lifecycle, including writing detailed business requirements
- Participating in Agile rituals
- Analyzing data to ensure product features are aligned with objectives
- Working with user experience (UX) to ensure story intent
- Working with development (IT) and testing (QA) teams to understand the boundaries of a story
- Contributing to the overall definition of strategy and scope, including working with business stakeholders to understand the goals
- Identifying and sharing opportunities for improvement across product and process
- Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business stakeholders (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more)
- Communicate effectively with stakeholders and partners throughout the project
- Proactively identify and manage interdependencies and risks
- Ensure that new processes/innovation are successfully passed to training and change management partners to drive successful adoption
REQUIREMENTS:
- BS/BA degree required
- 2-4 years of product owner experience; Understanding of business analysis or industrial engineering or information technology related fields
- Experience creating and writing detailed business requirements
- Excellent written and verbal communication skills
- Strong working knowledge of customer and employee service flows
- Strong project management and problem resolution skills
- Ability to adapt to changing business environment and priorities
- Ability to grow as a subject matter expert
- Competency in Microsoft applications including Word, Excel, and Outlook
- A track record of following through on commitments
- Strong organizational and time management skills
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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