Gather complex business demands, translate them into highly specific, actionable technical specifications
Collaborate with business stakeholders, product managers, and end-users to gather, analyze, and document complex requirements
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
Partner with the TPM and engineering teams to organize and drive the execution of development tasks
Define, develop, and implement comprehensive test plans, test cases, and conditions for new CXone features and routing changes

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

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace ® , backup child and elder care, maternity/paternity leave and more
Professional development programs: 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.

Senior Systems Analyst – IT

Key skills