À propos
Contract (Leawood/Kansas City, KS) or Fully Remote (Central/Eastern Time Zones)
We are seeking an experienced
Business Analyst
to support a high‑impact Contact Center and Service Management initiative for a well‑established organization in a growth and transformation phase. This contract role sits within an
Enterprise Applications
team and partners closely with business stakeholders, external development vendors, and internal engineering teams.
This is a
high‑autonomy, low‑bureaucracy environment
where ownership, proactive communication, and system‑level curiosity are critical to success.
What You’ll Do
Write, refine, and groom user stories and acceptance criteria
Manage epics, features, and stories within a Kanban/Agile framework
Participate in PI planning and maintain board hygiene
Stakeholder Collaboration (≈30%)
Facilitate working sessions to gather and clarify requirements
Translate business needs into clear, technical stories
Conduct demos and walkthroughs back to business partners
Act as the liaison between external development partners and internal engineering
Support architectural review and approval workflows
Ensure alignment across teams and timelines
Process Optimization & Team Support (≈10–15%)
Participate in team syncs and continuous improvement efforts
Occasionally support after‑hours production deployments or hypercare (rotational and rare)
Required Qualifications (Must‑Have)
ServiceNow expertise
with deep, behind‑the‑scenes knowledge (e.g., workflow logic, inbound email action rules, parent/child ticket relationships, omnichannel self‑service) Surface‑level familiarity is not sufficient for this role
Jira proficiency , including user story writing, backlog grooming, and Agile/SAFe practices
Exceptional communication skills
— able to proactively drive updates, close loops, and quarterback information across multiple stakeholders
Customer‑centric mindset
with empathy for front‑line teams handling high ticket volumes
Additional ticketing or CRM platforms (Zendesk, Salesforce, Genesys, HubSpot)
Contact center platforms (Five9 strongly preferred)
Exposure to
AI, automation, or intelligent workflow initiatives
Prior experience in a contact center or adjacent environment
What Makes You Successful Here
Proactive and accountable — stakeholders never have to chase you for updates
Comfortable working independently with minimal oversight
Adaptable and able to pivot quickly as priorities evolve
Naturally inquisitive — you dig into systems beyond surface functionality
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Compétences linguistiques
- English
Avis aux utilisateurs
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