Systems Sr Analyst (IT)

DaVita Kidney Care

2d • Onsite

About The Position

The Senior Technical Business Analyst acts as the critical bridge between business stakeholders, the Technical Product Manager (TPM), and the engineering team. This role is responsible for supporting the continued growth and strategic importance of the Village’s NICE CXone contact center platform, which will scale to support approximately 2,500 agents across 20+ Engagement Centers. Operating with a strong focus on execution, translation, and detail, this role requires a deep blend of business acumen and technical proficiency. You will gather complex business demands, translate them into highly specific, actionable technical specifications, and help drive successful delivery. This individual will play a pivotal role in ensuring that upcoming features, including advanced AI capabilities, are successfully designed, mapped, and deployed to meet the unique demands of each contact center.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field required.
• Minimum of 5-7+ years of technical or business systems analysis experience.
• Proven experience supporting and configuring enterprise-level Contact Center as a Service (CCaaS) platforms.
• Strong experience working within Agile software development environments (SDLC).
• Experience driving feature delivery, managing technical backlogs, and supporting agile delivery practices is required.
• Experience building, specifying, and supporting critical business applications at scale (e.g., thousands of concurrent users).
• Advanced proficiency in process mapping tools (e.g., Visio, Lucidchart), project management and ticketing software (e.g., Jira, Azure DevOps), and MS Excel.
• Proficiency in SQL and understanding of database design principles required.
• Excellent written and verbal communication skills, with a demonstrated ability to explain complex technical concepts to non-technical audiences and vice versa.
• Strong analytical and problem-solving skills with a meticulous attention to detail and an ability to "think outside the box."
• Demonstrated ability to work well with cross-functional groups, facilitate effective team interactions, and operate in a lean, fast-paced environment.

Nice To Haves

• Direct experience with NICE CXone is highly preferred.
• Basic knowledge of HTML, XML, API integrations, and web technologies is preferred.

Responsibilities

• Actively collaborate with business stakeholders, product managers, and end-users to gather, analyze, and document complex requirements for the NICE CXone platform and upcoming AI capabilities.
• Translate high-level business requirements and use cases into clear, detailed, and actionable technical specifications for the engineering and configuration teams.
• Develop and document comprehensive process flow diagrams, data mapping documents, architecture overviews, and screen layouts to guide development.
• Analyze information and data related to platform configuration; perform root cause analysis on system deficiencies and identify opportunities to automate and optimize contact center processes.
• Utilize technical skills (e.g., SQL) to query data, validate results, and support data-driven decision-making.
• Partner with the TPM and engineering teams to organize and drive the execution of development tasks, ensuring seamless delivery of features from requirements through deployment.
• Work closely with the TPM to groom and refine the product backlog, ensuring technical requirements, user stories, and tasks are clearly defined, properly estimated, and ready for development.
• Proactively identify and help clear roadblocks for the development team to ensure delivery cycles stay on track and technical commitments are met.
• Monitor project deadlines, coordinate heavy-lift deployments, and negotiate commitments between business units and IT from initial requirements to final implementation.
• Define, develop, and implement comprehensive test plans, test cases, and conditions for new CXone features and routing changes.
• Coordinate and facilitate User Acceptance Testing (UAT) with Engagement Center stakeholders to ensure solutions meet unique operational demands.
• Collaborate with Quality Assurance teams to ensure configurations and AI integrations meet strict functional, performance, and compliance requirements.

Benefits

• Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave
• DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior