Business Analyst

NTT DATA Services • Dallas, TX

6d • Hybrid

About The Position

Are you a Business Analyst who thrives at the intersection of business and technology? Join a high-impact transformation initiative with a leading financial services organization as they build a next-generation contact center from the ground up. In this role, you'll partner directly with business leaders, operational teams, technology architects, and engineering teams to define requirements, improve processes, and help shape a new contact center operating model and technology ecosystem. This is an opportunity to work on a strategic initiative where your analysis, documentation, and collaboration skills will directly influence how the organization serves its customers. We're looking for a motivated, adaptable professional who can quickly get up to speed in a complex environment, work independently with stakeholders, and translate business needs into clear, actionable requirements that drive successful outcomes.

Requirements

• Ability to quickly learn new business domains, technologies, and operating models.
• Ability to work independently and drive requirements discussions with both business and technical stakeholders.
• Strong written and verbal communication skills with the ability to present information to diverse audiences.
• Strong stakeholder management and relationship-building skills.
• Ability to conduct meetings with business leaders, subject matter experts, and technology architects.
• Ability to elicit, analyze, validate, prioritize, and document business requirements.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working collaboratively across business, operations, technology, engineering, and architecture teams.
• Experience supporting contact center operations, workforce management, workforce planning, customer service environments, or similar operational functions.
• Must be able to work onsite in the Dallas, TX area.

Nice To Haves

• Experience supporting contact center transformation or modernization initiatives.
• Experience with Workforce Management (WFM) platforms such as NICE, Verint, Calabrio, Genesys, or similar solutions.
• Experience facilitating workshops, stakeholder interviews, and discovery sessions.
• Experience translating business requirements into functional specifications for technology teams.
• Experience with process improvement, process mapping, and change management initiatives.
• Experience within banking, financial services, fintech, or other regulated industries.

Responsibilities

• Partner with business leaders, operational stakeholders, and subject matter experts to gather, analyze, and document business requirements.
• Conduct stakeholder interviews, workshops, and discovery sessions to understand business needs and objectives.
• Collaborate with technology architects, engineers, and delivery teams to support solution design and implementation.
• Create and maintain business requirements documents (BRDs), user stories, use cases, workflows, process maps, and functional specifications.
• Analyze current-state processes, identify gaps, and recommend opportunities for improvement.
• Support the design and implementation of a new contact center operating model, processes, and supporting technologies.
• Facilitate communication between business and technical teams to ensure alignment throughout the project lifecycle.
• Manage multiple priorities and workstreams in a fast-paced, transformation-focused environment.
• Support testing, implementation, and business readiness activities as needed.

Benefits

• NTT DATA is committed to accelerating client success and positively impacting society through responsible innovation.
• We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.
• Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future.
• As a Global Top Employer, we have experts in more than 50 countries.
• We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.
• NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.
• NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users.
• NTT DATA is an equal opportunity employer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed