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Mid-level generalist role in a strong brand and metro location, broad skillset increases candidate competition.
Contact-center, telecom and ITSM domain requirements make cross-industry fit moderately sensitive.
Explicit 5-7 years requirement plus domain and tooling expectations makes shortlisting moderately strict.
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Provide business analytical support for voice services and contact center technologies.
Manage and track multiple project areas including requirements collection, documentation, and reporting for Unified Communications team.
Maintain operational metrics, dashboards, IT service management documentation, and support incident/change management processes following ITIL framework.
5-7 years of experience including 3 years in professional business analysis and 1+ years in operational administration/support.
Bachelor’s degree in Computer Science, Business, or equivalent work experience.
Experience with Microsoft Office, Teams, Visio, SharePoint, Agile tools (ADO, Confluence), Agile methodologies, and ITIL framework.
Preferred experience in telecom and contact center environments.
Experienced in liaising between business partners and technical teams to translate business requirements into actionable documentation.
Detail-oriented with ability to manage multiple projects and priorities simultaneously in a fast-paced environment.
Proficient in Agile development environments and IT service management processes focused on voice/contact center operations.