This position is 3 days per week on-site in Columbus, OH

This BSA role will be in support on our contact center systems and the implementation of new systems. This includes, IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones and desktop integrations, call backs and more. Experience with these systems, their functions and operation is highly important.

• Leads assigned projects and/or provides advanced technical and consultative support to other team members for assigned business unit or assigned application(s) that are typically more complex and of a larger impact to the company.

• Maintains in-depth knowledge of applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s).

• Analyzes existing systems or procedures and identifies technical or procedural improvements.

• Recommends business practices to optimize use of application systems.

• Develops operational procedures for products, services and systems.

• Designs processes to meet regulatory requirements.

• Develops and generates special or Ad Hoc reports.

• Provides technical support to business unit, customers, management and other users.

• Serves as liaison between software vendors and business units, or between users and other corporate areas.

• Creates and maintains documentation for IT and business areas

• May maintain and run access reviews and DR events

• Participates in off-hour production releases as needed.

• Incident and problem management

• Must assist in developing and executing on strategic plans

Beneficial Experience:

• Project planning and management, with the ability to manage multiple projects in a fast-paced environment and meet deadlines.

• Knowledge and Experience in waterfall and agile methodologies.

• Experience in a Business Analyst role performing the listed responsibilities, including experience with the following artifacts is desirable:

• Eliciting and documenting functional requirements, use cases, and User Stories

• Producing process flows using Visio

• Demonstrable technical skills and ability to learn technology

• Strong organization, written and oral communication skills

• Experience facilitating group sessions to gather requirements with ability to ask relevant questions to drill into the details

• Experience tracking and driving deliverables to completion

• Experience with Microsoft products including, Outlook, Word, Excel, Teams, Visio.

• Experience with ServiceNow platform

• Experience with Agile collaboration tools, including Microsoft Azure DevOps (ADO)

• Genesys Cloud certification

Experience with contact center systems including Cisco UCCE, Finesse, Egain, Verint WFO Suite and Virtual Hold Technology

Nice to have:

• 1-3+ years with a SQL or Oracle databases

• Advanced Tableau skills

• Genesys Certified Associate

• Talkdesk

• Verint

Pay and Benefits

The pay range for this position is $45.00 - $55.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Columbus,OH.

Application Deadline

This position is anticipated to close on Mar 8, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.