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Business Analyst

Job Description:
Analyzes and documents one or more of an organization's processes.
Meets with subject matter experts within the organization to gather process information and/or requirements.
some of major responsibilities include but are not limited to:
o Write informative and concise summary reports pertaining to our technical support department that involves our position, recent activity and strategy on the contract or program.
o Provide assistance to the various teams on the program for projects.
o Work closely with our Operations divisions, supporting their research and analysis requirements.
o Work alongside and learn from our Research and Analytics team.
Required Skills and
Experience:
Requires a Bachelor's degree or equivalent with 1-3 years experience in a related field.
o The successful candidate will be interested in a future career in the IT fieldo Proven knowledge and strong ability to draft and informative and concise summary reports, standard operating procedures (SOP) and other administrative tasks pertaining to our technical support departmento Serves as the knowledge database administrator including managing user identifications and new account additions.
Works in conjunction with the appropriate developers for changes and improvements.
o Maintains, modifies and revised departmental documentation critical to operationso Serves as quality representative.
Participates in maintaining organization charts, process and quality database, roles and responsibilities, and help desk procedures.
Trains help desk analysts on quality processes in preparations for audits.
o Assists in planning, developing, and overseeing the quality assurance process and related training to ensure quality customer service for assigned area.
o Maintains awareness of calls, agent availability and workforce management in order to ensure responsiveness to customers.
Uses various tools to monitor call volumes and agent availability in order to build schedules and provide forecasts.
o Develops curriculum and conducts training for new and existing staff utilizing a classroom settingo Strong mathematical, information technology and logical thinking skillso Must demonstrate a willingness to learn and progress at a fast paceo Excellent communication skills (written and verbal)o Good organizational skills, and the ability to work to tight deadlineso Proficient and experienced with Microsoft Office, Word, (Advanced)Excel, Visio, PowerPoint and Projecto Job assignments may require working at client site where working conditions may vary.
Travel may be required.
Employment Type:
Full timeCareer Level:
Entry Level

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