Business Analyst - Level 3

A Federal Government client requires a Level 3 Business Analyst to lead the requirements gathering and analysis for contact centre migrations, ensuring alignment between business needs and technical solutions. The successful candidate will provide strategic direction for Call Center as a Solution (CCaaS) implementations while mentoring staff and managing critical project timelines.

Advantages
Remote Work
High Impact Modernization: Contribute to a major federal transformation initiative affecting millions of Canadians
Strategic Visibility: Provide executive-level support and strategic recommendations directly to leadership
Collaborative Environment: Work within self-organizing, cross-functional teams utilizing Agile methodologies and cloud technologies

Responsibilities
• Provide verbal Call Center as a Solution (CCaaS) technical and call centre business related recommendations on how to align the written artifact to existing CCaaS, WFM (Workforce Management), WLM (Workload Management) requirements and target contact centre end states.
• Review technical and/or business written artifacts, to provide commentary on possible technology and contact centre operations risks with suggested mitigations. In addition, where applicable, comment on how the written artifact aligns to relevant industry leading practice; aligns to CCaaS, WFM, WLM requirements and target contact centre end states; and provide recommendations on possible changes to address areas of misalignment. ·
• Offer executive support and strategic direction for project activities, including managing timelines, while providing guidance, coaching, and coordination to staff in performing essential business analyst tasks. Additionally, responsible for planning, coordinating, and executing day-to-day business analysis activities, including the development of use cases and related materials.
• Defining and tracking the business requirements and delivery in Azure DevOps, advancing work on target state architecture design and integration options for CCaaS, advancing work on interoperability and coexistence of CCaaS, helping prepare the technical environment for testing and integration of CCaaS forthe project and helping plan and design the data migration strategy for CCaaS.

Qualifications
Experience: A minimum of 10 years of professional experience as a Business Analyst in an IM/IT environment
Education: Completion of a post-secondary program related to Information Technology of at least 12 months in duration
Certification: Must hold a valid business analysis certification from an internationally recognized organization
Security: Must hold a valid Reliability Status security clearance

Summary
Seeking a top notch Business Analyst for a contract opportunity with our public sector client.


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