BUSINESS ANALYST-LIAISON for PROJECT
1 YEAR CONTRACT
WORK FOR THE BEST!! We are actively interviewing now! Apply now!
EXCELLENT SALARY, COMPANY AND TEAM!! APPLY NOW!
OPTION 1 TECHNICAL is currently recruiting for a Business Analyst with Project Management experience. Someone who will be the liaison between IT and Business. Work for a great team and one our top clients who is well known and one of the largest employers in the Bay Area. The successful candidate will address the implementation, support, and maintenance of applications used by the large Call Center of our client. You will enable the users to fully maximize systems capabilities to meet the institutional goals of quality, cost containment and operational efficiency. You are responsible for overseeing assigned systems and functions supporting the contact call center’s telephony applications. The position has an in-depth understanding of the integration among various telephony and clinical applications.
Provide tier-2 support of application incidents reported through the help desk
Manage delivery by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for a variety of application including but not limited to Avaya, CISCO, Live chat and Televox etc.
Proficient in creating/modifying business requirements to support new projects
Perform daily monitoring of applications in production use
Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
Lead the implementation of low to medium complexity tools and workflows
Lead small to medium complexity software upgrade initiatives or enhancements to workflows including the design, build, and test phases
Lead any testing that is required as part of new implementations, enhancements or upgrades
Implement changes using documented procedures that are compliant with department's policies and procedures
Participate in team and cross-team meetings and maintain appropriate meeting records
Provide ongoing troubleshooting, support, and maintenance of applications; including 24/7 on call coverage as required
Take ownership of low complexity issues and act as a liaison between customer and other support staff to facilitate resolution
Work with and mentor junior staff members to document workflows
Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department application.
CISCO Telephony certifications is a plus
Certified Business Analyst or Project Management Certification is a plus
For immediate consideration, please apply!