Contact Center Traffic and Scheduling Analyst, Sr. jobs in La Crosse, WI

Summary:

The Senior Business Analyst has the primary role to collaboratively work with leaders in our Business and IT areas to lead activities, identify and document business flows, ideas, issues, opportunities and translate into requirements. The Senior Business Analyst will partner with all Business and IT teams throughout the development and project deployment process to make sure the requirements are being satisfied.

Education and Experience:

A four year degree in Information Technology or related degree (or equivalent experience) and five years' experience as a Business Analyst, preferably in transportation.

Five years' experience as a senior level analyst in business analysis, business systems analysis, or both.

Natural desire to take ownership and accountability for the requirements phase/outcomes.

Proven talent in planning/estimating business analysis activities for project and scope of work.

Proven skills in experience in elicitation, organization and scribing of business requirements into high quality features, user stories, and acceptance criteria by way of JIRA/Confluence or similar tool.

Proven and excellent meeting facilitation (virtual and in person) and communication skills.

Ability to differentiate and organize business, solution-oriented functional and non-functional requirements during meetings and ultimately in scribed and approved deliverables.

Business Process Development experience combined with the demonstrated ability to work one on one or in groups with end users to elicit business requirements in a relationship-based manner.

Proven experience in process mapping in tools such as Visio, Miro etc.

Strong ability to lead meetings and conversations - asking questions, managing the dialogue to achieve the objectives and agenda of the discussion.

Ability to effectively illustrate design, development, and testing process both to our Business partners using non-technical jargon as well as IT partners for technical delivery.

Ability to learn quickly and operate effectively in a fast-paced environment.

Results-oriented - Strong analytical, organizational, and communication skills.

Strong situational awareness, excellent analytical and problem-solving skills.

Proficient in Microsoft Office (Word, Excel, and Outlook), JIRA and Confluence or similar tools.

Excellent interpersonal skills and demonstrated ability to effectively collaborate with a variety of people and cultures, within ATS business units as well as external customers, partners and suppliers.

Willing and able to travel infrequently, including overnight travel.

Essential Duties and Responsibilities

Business relationship management

Consult and partner with business process owners to continuously improve processes

Work with partners to develop/refine business requirements aligned to organizational strategy.

Provide the interface between the technical resource pool and business partners.

Build strong relationships with project team members to identify and resolve issues.

???????Facilitation

Partner with business and technical teams to develop and/or modify processes to resolve moderate to complex business issues.

Facilitate Process Mapping exercises to identify current state and future state processes.

Plan, conduct and facilitate the analysis of complex business issues to be solved with process changes and information systems.

Engage in multiple initiatives simultaneously and maintain ongoing awareness of project requirements.

Conform to shifting priorities, demands and timelines through analytical and problem solving.

Lead and participate in a variety of project requirements gathering activities utilizing established departmental practices and templates.

Keep project meetings to a cadence to motivate and keep project team members focused.

May engage in process and application testing, documenting issues and resolutions.

Documentation

Create documentation such as policies, procedures, workflows, process maps, and user guides.

Work with end users and developer resources to keep documents up to date.

Coordinate the organization and retention of that document repository.

Assist IT staff in recording existing processes and organizing that knowledge base.

Working with business and/or product owner, formulate and help define product scope matrix, objectives, requirements, user stories and acceptance criteria through best practice disciplines, research, and requirements gathering.

Provide the team an analysis of business and user needs, elicitation, organization and documentation of user stories, business requirements, process flows, and translation of business requirements into functional requirements and acceptance criteria.

Function consistently, effectively and reliably in accordance with the Company's values as set forth in our core competencies and behaviors to foster ATS's culture (All Employee Competencies).

Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required.