Business Analyst Contract

The Senior Business Analyst role is part of Global Customer Solutions (GCS) within Our Clients Global Technology and Operations (GTO) organization. GCS is the principal contact center and digital servicing channel for our client. The successful candidate will be responsible for capturing customer’s needs for technology innovations/transformation and drafting requirements/solutions to drive enhanced customer experiences.


• Reporting to Director of Transformation, develops business requirements to implement new and/or modified processes and complete general business analysis and process mapping activities
• Support continuous improvement programs across multiple lines of business and products to drive efficiency and customer engagement
• Work autonomously to conduct complex business analysis, procedure mapping, business requirements gathering, and process designs to address business opportunities/issues and develop formal recommendations for presentation to management and project leads
• Design, implement, and monitor the progress of business analysis and procedural initiatives including milestones and budgets to ensure timeliness and deliverables are achieved
• Lead or support user acceptance testing of the developed technology solutions to ensure they meet the needs of the business and our customers


• Extensive experience with developing business requirement (BRDs) and process mapping. Experience with developing and administrating SharePoint knowledge sites
• Knowledge of front and back office customer interaction within insurance, financial services of other customer centric organizations. Familiarity within contact center and digital technology, procedures, and key operating measures
• Strong written and oral communication skills, with experience succinctly presenting business analysis outcomes and recommendations
• Advanced experience with Microsoft Office suite of products, including Excel, Word, and PowerPoint
• Bachelor’s degree in Business or Information Systems with equivalent experience (>5 years)
• Six Sigma/LEAN certification
• Ability to influence and direct teams. Strong relationship building skills

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Job Overview

  • City: Clarks Summit
  • State: Pennsylvania
  • Area: Administrative
  • Experience: Entry Level
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Elamugilan Pandiyan

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