CTG CALL CENTER TECHNOLOGY BUSINESS ANALYST in Williamsville, New York

Title: CALL CENTER TECHNOLOGY BUSINESS ANALYST

Location: US-NY-Williamsville

Job Number: 18204822

Our client in the financial industry has an immediate opportunity for a Call Center Technology Business Analyst in Williamsville, NY for a 4 month contract to hire.

Responsibilities:

This Business Analyst will primarily work with business stakeholders to create detailed business requirements (functional specifications), test cases and plans, perform system testing for the new Contact Center Servicing System, CPS.

Duties:

  • Serve as functional lead on complex projects for assigned applications.

  • Meet with internal application owners to discuss requested application changes related to enterprise-wide or business initiatives, compliance/regulatory requirements, system changes due to contractual agreements or system maintenance (business as usual [BAU]) ensuring a thorough understanding of specifications for assigned applications.

  • Participate in design discussions and ensure required functional specifications are documented and delivered for application changes for complex projects.

  • Consult with internal application owners to identify their requirements in application look and feel to the end user and provide appropriate feedback regarding business requirements to ensure technology applications support internal/external customer needs and products/services provided by the business. Review business requirements with technology team to ensure understanding of project requirements. Coordinate and provide estimates for complex projects and complete estimates for assigned component for large projects, inclusive of timelines, application and project phases.

  • Serves as subject matter expert to internal application owners and project members to consult and advise on how applications may be impacted by enterprise-wide initiatives, such as an acquisition or major change in products/services provided customers to ensure all facets are considered.

  • Work with pertinent vendors and technical team to gain thorough understanding of project functionality and provide insight on implementation.

  • Participate in and document data mapping for integration of systems, conversion and acquisition related projects to understand how applications may need to change or be impacted by enterprise-wide initiatives, like regulatory requirements, other system enhancements or business initiatives.

  • Work with other testing teams, as required by potential impacts to interfacing applications, to prepare test plans and scripts based on functional specifications.

  • Work with other testing teams to manage and/or execute test scripts verifying that changes and enhancements work and perform as required.

  • Serve as functional lead with other project team members on other systems that impact specific projects to ensure no adverse impact to other systems.

  • Monitor functional specifications and change requests to ensure project stays within scope and meets regulatory requirements, while ensuring adherence to business requirements and Corporate Technology standards. Ensure the Bank process and documentation is followed to comply with Corporate Technology standards and regulatory requirements.

  • Ensure change requests to functional specifications are consistently documented, reviewed and resolved to identify impacts to overall project plan and budget, technology, customers and clients and ensure application is working to support products and services required by the business.

  • Ensure efficient and timely resolution of issues arising from testing or implementation to ensure expected performance. Ensure issues, incidences and questions are documented, reported as resolved as required. Coordinate and manage post implementation follow-up related to application changes by getting feedback from application owners, resolving any issues and completing a project debrief including actual to plan for timeline, financials, achievement of project goals and assessment and future mitigation of encountered issues.

To Apply:

To be considered please immediately apply to this requisition using the link provided. For additional information, please contact Robyn Gulledge at robyn.gulledge@ctg.com or 864-430-4815. Kindly forward to any other interested parties- thank you! W2 employees only, please no C2C.

CTG’s Benefits Plan allows you to select insurance coverage that best suits your lifestyle, and take part in our savings programs and educational plans. We offer Flexible Spending Accounts, a 401(k) Retirement Plan, and an Employee Stock Purchase plan. Our educational plan comprises access to more than 2,000 web-based technical, professional and business development courses.

Qualifications:

CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Technology & Healthcare IT