Business Analyst (mid-level)

  • ERPi
  • Washington, DC, USA
  • Apr 09, 2020
Full time Consultant

Job Description

ERPi is currently seeking a full-time Business Analyst to provide service at our Washington, DC site.

ERPi has been awarded a contract with the Department of Veterans Affairs (VA) to provide Business Architect and Analyst (BAs) support in a highly collaborative, multi-contractor environment.  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 VA’s 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.

 

The BA will be a part of a larger project team that will provide direct support to the VA business customer.  The BA performs tasks to include structuring the enterprise in terms of its governance structure, business processes, and business information; aligning strategic goals and objectives with decisions regarding products and services, partners and suppliers, organization, capabilities, and key business and IT initiatives.  The BA will lay the groundwork for initial projects by leveraging industry best practices for business analysis and architecture that will guide the VA business customer throughout the software development lifecycle (SDLC) and the department’s larger modernization and transformational goals.

 

Specific tasks may include:
 

  • 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 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 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.

We are looking for a Business Analyst with more than 6 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, preferably 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 strong and self-sufficient member of our team and should apply best practices and standards and be a role model for other BAs on the team.  The ideal candidate also has experience with defining data taxonomy and writing requirements to the data warehouse.  Required skills and experiences include:

  • Bachelor’s 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 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 diagram.
  • Experienced diagramming 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