Secure our Nation, Ignite your Future
Assists in obtaining new business and/or expanding existing accounts. Conducts research and analyses of customer needs and requirements. May participate in new business meetings or proposal presentations. Conducts analyses of competitor products and services. May be responsible for customer contact relative to regular account servicing and/or informing them of additional services. Performs special projects as assigned. Requires Bachelors degree or equivalent in Business Administration or related field and two to four years of related experiencePosition Description:
The Multi-Channel Technologies (MCT) program was established to provide on-demand access to comprehensive VA
services and benefits in a consistent, user-centric manner through a multi-channel virtual self-service and call center processing framework. This framework is aimed at enabling clients to find uniform information about VAs benefits and services regardless of the access channel used to complete their transactions with VA. It allows for quick identification of Veterans without having to repeat information and will allow Veterans seamless access to multiple VA service lines.
MCT supports enterprise programs and applications to include VA Call Centers, VA Contact Centers, CRM Enterprise Platform Support systems and integrations, Knowledge Management (KM), Telephony implementations and enhancements, Interactive Voice Recognition (IVR), and self-service capabilities.
The BA will partner with the MCT enterprise program leadership and key stakeholders across the department to lead and manage enterprise contact center modernization and transformation. The BA will bring relevant experiences, preferably from the Healthcare vertical, that comes with providing proven business analyst support for major call/contact centers that utilize enterprise solutions for CRM, KM, workforce management, and other solutions.
Facilitation and elicitation of business requirements and the documentation of those requirements in designated formats
Capture of the strategic and tactical enterprise business requirements that provide traceability through the organization and are mapped to metrics that provide ongoing
Define the set of strategic, core and support processes that transcend functional and organizational boundaries
Identify and engage external entities such as customers, suppliers, and external systems that interact with the business and describe which people, resources and controls are involved in the processes
Capture and document the relationships among roles, capabilities and business units, the decomposition of those business units into subunits, and the internal or external management of those units
Ensure requirements are properly loaded and managed in Rational Tools to ensure traceability
Develop multi-year roadmap(s) depicting customer strategies, major project milestones, master data management, future system selections, etc.
Bachelors Degree and no less than 6 years of BA experience in support of large scale IT transformation projects is required
Strong knowledge and experience with Microsoft Dynamics CRM application is required
Experienced with telecommunications, call/contact centers and Customer Relationship Management (CRM) solutions is required
Proven experience developing business requirements for enterprise call/contact center environments, and solutions to include CRM, KM, and WFM is required
Experienced writing business requirements for Agile projects, to include Epics, Sub-Epics and User Stories
Experienced leading requirements planning, facilitation, and decomposition
Experienced developing business process models and workflow diagrams
Experienced diagraming and analyzing current (as-is) state of a business operation, and
developing a future template (to-be) business process model
Demonstrated analytical skills
Excellent communication and presentation skills (oral and written)
Ability to successfully work on multiple projects concurrently (e.g. prioritize work as needed, work with multiple teams and stakeholder groups, etc.)
Ability to ensure strong quality control of their work
Ability to obtain a Public Trust clearance
Desired Skills and Experience:
Experienced supporting data projects that impact customer experience (data migrations, data mapping, data/metrics consolidation, etc.) that are found in phone systems, phone carriers, IVR systems, case management tools and call center tools
Experienced with IBM Rational ClearQuest and the IBM Rational Toolset is highly desired
Experienced supporting VA and other federal agencies
Experience supporting Lean Six Sigma (LSS) projects and Data Analytics is a plus
Equivalent ExperienceEducation,Bachelors Degree
Ability to handle stress and work well under pressure,Ability to use MS Office,Ability to use PC,Analytical and Critical Thinking Skills,Interpersonal and People Skills,MultiTasking Ability,Oral and Written Communication Skills
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click email@example.com and provide your name and contact information.