Contact Center Business Analyst

Old National Bank • Evansville, IN

404d

About The Position

The Contact Center Business Analyst at Old National Bank plays a crucial role in bridging the gap between the contact center, software vendors, and various business areas. This position is responsible for collecting, analyzing, documenting, and communicating business requirements while developing and configuring systems to meet business goals. The analyst will work to enhance client satisfaction and manage expectations by understanding the business strategies and providing effective technical solutions.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Business or related field.
• 5-7 years of relevant technical and business work experience.
• Detailed knowledge of business operations and system requirements processes.
• Ability to build relationships with system stakeholders.
• Excellent organizational, data gathering, documentation, and follow-up skills.
• Experience with administration of loan origination and other banking systems.
• Advanced computer skills, including experience with Excel, Word, Visio, and other software.
• Experience in process discovery, implementation, and management.
• Proven track record in meeting deadlines and troubleshooting issues.

Nice To Haves

• Experience with Genesys Platform.

Responsibilities

• Serve as a liaison between the contact center, software vendors, and business areas.
• Collect, analyze, document, and communicate business requirements.
• Develop and configure systems to achieve business goals.
• Support complex business processes requiring technical solutions across multiple functions.
• Establish and maintain relationships with business partners and the contact center.
• Conduct data gathering and analysis to understand business strategy requirements.
• Lead planning sessions to ensure understanding of business goals and direction.
• Assess client needs using a structured requirements process.
• Lead development and communicate business requirements and functional specifications.
• Analyze client operations to identify strengths, weaknesses, and opportunities for improvement.
• Assist in system process redesign and documentation for new technology.
• Develop business cases and roadmaps, including research and data collection.
• Create and present business cases/roadmaps as needed.
• Complete documentation as per SDLC policy and standards.
• Develop and validate test cases during testing phases.
• Monitor testing processes to ensure business results are adequately tested.
• Investigate problems and develop recommendations for resolution.
• Provide support for analysis of client satisfaction data and performance metrics.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees