Position: Business Analyst
- 4x/week onsite
Contract Length: 6m +++ (likely to extend through EOY 2024)
- Detail-oriented business analyst with 3 years experience
- Creating and gathering requirements
- Experience facilitating meetings
- Working with other teams independently, self-starter, eager
Nice to Haves
- IVE or chat bot experience
Day to Day Responsibilities/project specifics:
This business analyst will develop and build business requirements working with business partners to improve the IVR customer experience. The specific project involves utilizing customer information (call frequency, rate changes, activation patterns, etc.) to make educated guesses on what the call may be about. This BA will be working with the previously mentioned team on requirements gathering, analyzing BRDs and representing IVR in their biweekly meetings to create requirements consistent with IVR handling calls in a contextual manner to improve customer experience. As it currently stands, when someone calls in, agents are handling calls without a detailed history and are therefore not as efficient or proactive as they could be in mitigating customer issues. The team is seeking a creative and thorough BA that is able to see the big picture in gathering requirements – in the past, initiatives have “failed” or taken extra time due to requirements gathering not being thorough enough to capture all data points.
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.