BUSINESS SYSTEMS ANALYST – CONTRACT ROLE Position Overview: We are looking for an experienced Senior Business Systems Analyst (BSA) to lead the deployment of a comprehensive Workforce Engagement platform across our global operations.
The platform focuses on Workforce Management, Quality Assurance, and Employee Coaching to enhance organizational performance.
The successful candidate will act as a key intermediary between business stakeholders and technical teams, ensuring seamless platform integration and optimization while delivering impactful solutions.
Key Responsibilities: Spearhead the definition and documentation of requirements for the Workforce Engagement platform, aligning product functionality with business objectives.Serve as the main point of contact between business units and technical teams, facilitating effective communication and translating business needs into technical requirements.Collaborate with platform providers and internal teams to thoroughly understand the product's capabilities, ensuring they are leveraged effectively to meet organizational goals.Act as the internal champion for platform adoption and drive continuous improvements across Workforce Management, Training, and Quality functions.Evaluate current tools, processes, and workflows to identify areas for improvement and innovation within Workforce and Learning & Development, ensuring alignment with strategic goals.Explore and recommend AI and machine learning opportunities to enhance Quality Management and streamline processes across the organization.Ensure that the platform design and implementation are aligned with corporate strategy, integrating seamlessly with existing systems and future technology roadmaps.Deliver tailored, high-impact solutions that address business challenges and improve operational efficiency across the workforce management lifecycle.Design and establish policies and procedures to optimize platform usage, with a focus on improving workforce management, training effectiveness, and real-time operations.Implement scalable solutions that support Workforce Management, Quality Assurance, and Employee Development, ensuring consistent performance and quality outcomes.Manage the configuration and administration of the platform, focusing on Workforce Management and Quality Assurance functions to ensure optimal usage.Collaborate with cross-functional teams, including IT and business leaders, to develop and implement integration strategies for large-scale global initiatives.Partner with project and program managers to set clear project objectives, timelines, and milestones, ensuring successful delivery of the Workforce Engagement platform.Support software development teams throughout the platform's lifecycle, providing input and oversight to ensure solutions are designed with end-user needs in mind.Delve into technical discussions with engineering teams to resolve issues and develop the best solutions for the platform's end users.Required Qualifications: Bachelor's degree in a relevant field, with a minimum of 6 years of experience as a Business Systems Analyst or in a similar role.Experience with Genesys WEM platform or similar.Strong expertise in enterprise-scale systems and global operations, with experience working on complex technology implementations.At least 3 years of hands-on experience with contact center technology platforms and Workforce Management systems.Proficiency in Agile methodologies, with a strong background in using JIRA or similar project management tools.Experience in business systems analysis within customer-focused organizations, with a solid track record of delivering scalable solutions.Exceptional communication skills, with the ability to clearly articulate technical concepts and business strategies to stakeholders at all levels.
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