IT Business Analyst

Lucet•,

2d•$90,000 - $100,000•Remote

About The Position

The IT Business Analyst is responsible for the implementation and support of business information systems across multiple departments. They collaborate with Product Owners and business leaders to manage team backlogs and help define and deliver strategic visions. They affect change by helping leaders articulate business needs in working sessions with architects to create transformational solutions. They operate in a solution-oriented environment and are encouraged to identify process improvement opportunities to drive systemic change in the organization.

Requirements

Degree related to Analysis, Technical/Business Administration, or Communication fields and 3 years relevant experience, or at least 6 years' total specific Business Analyst roles and experience
T-SQL experience (writing queries, analyzing SQL data, etc.)
Working knowledge of contact center technologies and telephony concepts relevant to Genesys Cloud, such as call routing, IVR design, and workforce engagement tools.
2+ years hands‑on experience supporting or administering Genesys Cloud (e.g., Architect flows, queue configuration, user/role management, reporting).
4 years Demonstrated experience with SDLC (Software development Life Cycle) in Agile and Waterfall methodologies
6 years’ Experience creating software development requirements documents
6 years’ Experience writing development tasks from requirements documents
4 years’ Experience interacting with senior leadership
Organization and time management skills
Strong analytic and problem-solving skills
Ability to work both independently and in various team settings
Ability to pass background check upon hire and throughout employment to include criminal felony & misdemeanor search, SSN validation/trace search (LEIE), education report (highest degree obtained), civil upper and lower search, 7-year employment report, federal criminal search, statewide criminal search, widescreen plus national criminal search, health care sanctions-state med (SAM), national sex offender registry, prohibited parties (OFAC) (terrorist watchlist), and a 10-Panel Drug Screen.

Nice To Haves

Someone who embodies our values by: Serving everyone with compassion and leading with empathy. Stepping up and creating value by taking charge and acting when there is an opportunity. Adapting in a changing world by recognizing our responsibility to be agile and respond quickly. Nurturing growth and belonging by respecting and celebrating everyone for who they are.
Responsible with a high level of integrity and ethical standards
Intuitive nature to identify compliance irregularities
Excellent communication and interpersonal skills, with the ability to collaborate across teams.

Responsibilities

Partner with business stakeholders, product owners, and development teams to gather requirements, define business needs, and translate them into technical solutions.
Lead roadmap planning, backlog refinement, prioritization discussions, and project decision-making while balancing risks and competing business priorities.
Create and maintain project documentation including business requirements, project charters, UAT plans, and project status communications.
Track software development progress, coordinate production issue resolution, manage multiple initiatives, and serve as a Subject Matter Expert (SME) for supported products or programs.
Support the configuration, administration, optimization, and enhancement of Genesys Cloud, including routing, IVR flows, queues, reporting, and contact center operations.
Collaborate with cross-functional teams to troubleshoot issues and improve inbound/outbound call handling, dialer setup, disposition processes, and integrated interaction workflows.

Benefits

Annual compensation between $90,000 - $100,000, PLUS an annual performance-based, discretionary incentive.
Comprehensive health benefit options: Medical, dental, and vision coverage
401(k) with competitive employer match
Company-paid life and disability insurance
Paid parental leave and wellbeing incentives
Generous paid time off, including volunteer time
Flexible spending accounts for healthcare and dependent care
Professional development opportunities and tuition reimbursement
Remote work flexibility (role-dependent)
Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.