Business Systems Analyst

Maximus is seeking a highly motivated Business Systems Analyst to bridge the gap between IT and business using data analytics. The role involves assessing processes, determining requirements, and delivering data-driven recommendations while focusing on contact center technologies and services.

Responsibilities:

• Support the design and modification of business systems or IT systems
• Interact with the business stakeholders and subject matter experts in order to understand gather, document, and analyze business needs and technical requirements
• Document the functional and, sometimes, the technical design of the system
• Review and create system documentation and user manuals
• Serve as the liaison between business units, technology teams, and support teams throughout the proposal lifecycle
• Analyze RFP requirements, current technical environments, and scope to define solution and pricing needs
• Collaborate with developers and subject matter experts to establish scope, assumptions, and cost models
• Translate RFP requirements into startup and ongoing labor and cost estimates using established scoping tools
• Identify, document, and communicate risks, assumptions, and mitigation strategies
• Provide pricing inputs, technical solution overviews, and contact center expertise to proposal teams and stakeholders
• Support proposal development by guiding writers, reviewing content, and contributing technical material
• Drive process improvement through opportunity tracking, pipeline reviews, training participation, and pricing best practices

Requirements:

• Bachelor's degree in related field
• 5-7 years of relevant professional experience
• Equivalent combination of education and experience considered in lieu of degree
• Bachelor's degree in Business Management, Information Systems, Computer Science/Engineering, Telecommunications, Technical Communications or related field, or equivalent work experience
• 4+ years of experience analyzing technical requirements and working with a multi-disciplinary team to identify solutions, risks and risk mitigation strategies OR in a similar Business Analyst role
• Understanding of public cloud and private cloud IaaS, PaaS, UCaaS, CCaaS and SaaS
• Knowledge of contact center skills, including but not limited to, ACD, IVR, NLP, automated dialers, queuing, skilling, VoIP, DID, TFN, DNIS, call recording and screen recording
• Proven ability to work in fast-paced environment and multi-task appropriately against competing priorities and deadlines under limited supervision
• Ability to work well both independently and in teams
• Understanding of project management processes and relevant project management experience
• Proven ability to work effectively in a matrixed environment and negotiate decision-making across teams
• Excellent interpersonal skills to interact with customers, senior-level personnel and Team members
• Excellent organization and communication skills, both written and verbal, with great attention to detail
• Strong critical thinking and problem-solving skills
• Ability to distill meaningful insights from structured and unstructured data
• Ability to leverage data to inform and support critical decisions
• Proficiency in Microsoft Office products including MS PowerPoint, MS Excel, MS Word, MS Teams and MS Outlook
• Genesys Cloud and Amazon Connect