- Customer Relationship Management
- Analysis Skills
- Microsoft Office
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 experienceSpecific tasks may include:
Supervise the facilitation and elicitation of business requirements and the documentation of those requirements in designated formats
Ensure the capture of the strategic and tactical enterprise business requirements that provide traceability through the organization and are mapped to metrics that provide ongoing governance
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 sub units, and the internal or external management of those units
Ensure requirements are properly loaded and managed in Rational Tools to ensure traceability
Lead the development of multi-year road map(s) depicting customer strategies, major project milestones, master data management, future system selections, etc.
We are looking for a Senior Business Analyst with 5 to 7 years of proven BA expertise and experience in support of large scale IT transformation projects, providing strategic and advisory consulting services at the executive, operating and field level, in the healthcare vertical and in call/contact center environments. The right candidate brings extensive knowledge of requirements for contact center solutions in a complex and integrated environment to include customer relationship management (CRM),knowledge management (KM), and workforce management (WFM). This candidate will be a senior leader on our team and should enforce best practices and standards as well as provide mentorship and coaching to more junior BAs. The ideal candidate also has experience with defining data taxonomy and writing requirements to the data warehouse.
Bachelors Degree and no less than 15 years of BA experience in support of large scale IT transformation projects is required
Knowledge and experience with the Microsoft Dynamics 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 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 building and validating multiple workflow and process diagrams, defining routing of cases, escalating cases according to Service Level Agreement (SLA)guidelines, closing cases, defining notifications, integrations, text analytics, and dashboards and reports for each user group
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.)
Experienced supervising the work of other BAs and ensuring quality control of that work
Ability to obtain a Public Trust clearance
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,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.
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