CX Business Analyst II

DatamanUSA is looking for a CX Business Analyst II for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:
Job Title: CX Business Analyst II
Location: Honolulu, HI
Duration: 12 months

Responsibilities:-
*) Elicit, document, and validate business requirements for intake, triage, escalation, case management, reporting, and service workflows.
*) Analyze call trends, abandonment rates, handling time, disposition patterns, and service outcomes using source data and operational dashboards.
*) Map current-state and future-state workflows spanning Google CES CCaaS / CCAIP, ServiceNow, and dependent business processes.
*) Define reporting requirements, KPIs, and business rules that support BigQuery data modeling and Looker dashboard development.
*) Support testing, training, and implementation readiness by translating business needs into clear user stories, acceptance criteria, and process documentation.
*) Review customer interaction documentation and process outputs to identify opportunities for improvement.
*) Direct analysis of call trends, workflow requirements, reporting needs, and business process changes across operational and project teams.
*) Coordinate current-state and future-state design efforts for intake, triage, escalation, case management, and reporting processes.
*) Oversee KPI definition, data requirements, and business validation inputs for BigQuery and Looker deliverables.
*) Guide business analysis work products, including user stories, process flows, gap analyses, and testing support materials.
*) Present high-level findings, recommendations, and business impacts to management and stakeholders.
*) Define overall testing strategy, test phases, entry and exit criteria, and defect management approach for business, system, integration, and user acceptance testing.
*) Coordinate testing across Google CES CCaaS / CCAIP call flows, ServiceNow workflows, BigQuery data validation, and Looker dashboard acceptance.
*) Manage test planning, resource assignments, defect triage, retesting, and reporting of test progress and quality risks.
*) Ensure traceability between requirements, test scenarios, defects, and release decisions.
*) Develop and execute test scripts for call flows, case workflows, routing rules, integrations, reports, and user-facing functions.
*) Record test results, evidence, and defects with sufficient detail to support triage and remediation.
*) Validate fixes across Google CES CCaaS / CCAIP, ServiceNow, BigQuery-derived outputs, and Looker dashboards as applicable.
*) Support UAT coordination and confirm that approved business requirements are reflected in final solutions.