Business Analyst- Contact Center

Job Description
Opportunity at a Glance
The Business Analyst- Contact Center is responsible for system and business process support of multiple systems utilized by functional business groups across multiple higher education institutions supported by the department. The Analyst is expected to be a Subject Matter Expert (SME) of processes and technology for at least two of the following system areas:
CRM, Workforce Management, telephony/call center systems, reporting and analytics, and/or other relevant systems. A successful candidate for this position should have experience supporting business processes and information systems for business groups in higher education, strong communication skills with technical and business colleagues and leaders, knowledge of project management principles and the capacity to learn advanced systems, technology and technical environments in order to apply them to optimize systems processes and improve business efficiencies.
Responsibilities
As this position supports a wide range of business, systems and process functions, the successful candidate will lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas:
Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics.
Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools.
Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you. This could include setting up system profiles, Q/A testing, tracking/forecasting call volumes and colleague activities, establishing omni-channel system campaigns and other tasks as needed
Serving as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas:
CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systems
Working and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performance
Serving as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancements
Documenting and tracking activities associated to different academic partners
Completes other duties as assigned.
Performs other duties as assigned.
Complies with all policies and standards.