Business Systems Analyst Sr-Contact Center

Huntington National Bank•Columbus, OH

3d•Onsite

About The Position

The Business Systems Analyst partners with Product Leaders, Business Partners, Architects, Developers, Quality Engineers, and Operations teams to identify business needs, document requirements, improve processes, and support the successful delivery of technology solutions. This role serves as a key liaison between business and technology teams, helping translate business objectives into actionable requirements while ensuring solutions align with operational needs and customer experience goals.

Requirements

Bachelor’s degree in business, Information Technology, Computer Science, or related field. Or a minimum of 8 years of experience in lieu of a degree.
Minimum of 4 years of Business Analysis, Product Support, Technology Delivery, or related experience.

Nice To Haves

Experience gathering and documenting business requirements.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Experience working with business and technical teams.
Experience with Agile or Scrum delivery methodologies.
Experience supporting enterprise technology projects.
Contact Center or Customer Experience technology experience.
Knowledge of process mapping and workflow analysis.
Experience with Azure DevOps, Jira, ServiceNow, or or similar tools.
Banking or Financial Services experience.

Responsibilities

Partner with business stakeholders to understand business needs and operational challenges.
Conduct discovery sessions, interviews, and workshops to gather requirements and document; Business and Functional Requirements, User Stories, Acceptance Criteria, Process Flows, Use Cases and Business Rules
Collaborate with Product Leaders, Architects, and Engineers to evaluate solution options.
Support process redesign and workflow optimization efforts.
Participate in solution reviews and design discussions.
Identify gaps, risks, dependencies, and assumptions.
Configuration of Genesys through CX3 user interface
Participate in Agile ceremonies.
Support backlog grooming activities.
Work with Product Leaders to clarify priorities and requirements.
Help ensure development teams have the information needed for successful delivery.
Partners with QA teams to validate requirements and expected outcomes.
Assist with test planning and user acceptance testing.
Validate delivered functionality against business requirements.
Support defect triage and issue resolution activities.
Build relationships with business and technology stakeholders.
Communicate project status, requirements, and impacts to team members.
Facilitate meetings and working sessions.
Escalate issues and risks appropriately.
Support change management and operational readiness activities.
Support initiatives involving technology domains that are specifically identified as strategic areas within the Contact Center portfolio