Business Solutions Analyst-Remote/NYC

Business Solutions Analyst

Location: Remote/NYC

Duration: 12+ Months

Rate: DOE

US Citizen, Green Cards, GC EAD and H4 EAD Preferred.

The engagement will take place remotely as this is a COVID19 requirement with extremely limited need to report to NYC H+H in order to obtain a badge, technical equipment and configuration of both laptop and corporate cellphones. Though not to be a regular occurrence these individuals will require the flexibility to work nontraditional business hours and days based upon the pandemic and NYC H+H needs.

Principal Duties and Responsibilities

The COVID19 Contact Center project is providing trace and test process, procedures and call handling using a 3rd party Contact Center solution including use of Salesforce. The success of this project will require a fulltime Business Solutions Analyst consultant so that the musthave requirements from the current business process are accurately documented, approved and accepted by all project Stakeholder so that the requirements can be technologically met. There is extensive documentation for process, procedures, requirements and reporting. Reporting and business ability to measure solution to expected KPIs will need the Business Solutions Analyst's assistance in education. Training, communication and employee readiness will need the Business Solution Analyst to liaison across the entire project team Within NYC H+H and the associated vendors.

Functional Responsibilities Include:

• Interview project team members and stakeholders on objectives and requirements. Transcribe the current processes including reporting processes and metrics.
• Extensive documentation and instruction. Operational requirement gathering, process and procedural improvement. Policy and procedure creation and instruction. Data aggregation and standardized reporting.
• Support and maintain the operational aspect of this COVID19 Call Center.
• Serves as liaison with vendors and H+H IT regarding golive requirements.

Request for Statement of Work

• Provide suggestions and ideas as the operations organization becomes more robust throughout the duration of the pandemic and its potential changed in direction.

Qualifications / Required Skills

COMMUNICATION SKILLS: This position requires strong writing and reading comprehension skills as well as excellent business etiquette. COMPUTER SKILLS: Excellent computer skills, including comfort with to Microsoft applications including PowerPoint, Excel, Word, and Outlook and willingness to learn new customer relations and information management systems.

Education

• Bachelor's degree or correlated experience.

Experience

• 5+ years' experience with project management practices and processes. The ideal candidate has extensive experience in customerfacing roles.