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Mid-level BA title, metro location, and broad skillset attract many qualified applicants.
Contact-center/telecom and ServiceNow/ITSM experience makes industry and tool fit moderately important.
Explicit 5-7 year requirement plus BA, ITIL, ServiceNow and ADO skills create moderate filtering.
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Provide business analytical support specifically for voice services and contact center environment.
Document and analyze business requirements using methodologies such as use cases and impact studies; support project activities including requirements and implementation efforts.
Maintain departmental dashboards, metrics reporting, IT service management processes, and support incident/change management aligned with ITIL framework.
5-7 years of professional experience.
Bachelor’s degree in Computer Science, Business, or equivalent work experience.
At least 1 year of operational administration and support experience; 3 years of professional business analysis experience with relationship management.
Experience with Microsoft Office, Teams, Visio, SharePoint; Agile tools like ADO, Confluence; knowledge of SDLC and ITIL framework.
Experienced in telecom and contact center business analysis and operational support, especially in environments with Agile/iterative development.
Comfortable coordinating multiple projects with high attention to detail and capable of maintaining documentation and reporting for voice/contact center services.
Able to serve as liaison between business partners and project teams, driving strategic understanding and resolution of business requirements.