Business Analyst, Sacramento, CA (Onsite)

Role: Business Analyst



Location: Sacramento, CA (Onsite)
Experience: 8+ Years

Role Summary

We need a Business Analyst to understand business requirements, document current and new processes, and prepare training materials for a contact center modernization project for a California government agency.

The candidate will work with business teams, technical teams, agents, and supervisors to understand their needs and help them adapt to the new system.

Need a Business Analyst who has strong documentation and training experience, not just someone who gathers requirements.

Key Responsibilities

• Meet with business users, agents, supervisors, and technical teams to understand their requirements.

• Document existing processes, new workflows, business rules, and problems.

• Prepare business requirements, user stories, acceptance criteria, and process flow diagrams.

• Track requirements and ensure they are covered during testing and training.

• Follow up with stakeholders to clarify questions and get approvals.

• Support User Acceptance Testing (UAT) and collect feedback.

• Identify how the new system affects agents, supervisors, administrators, and support teams.

• Create user manuals, training guides, quick-reference documents, and training exercises.

• Conduct training sessions and help trainers prepare to train other users.

• Update documents based on feedback and approved changes.

• Maintain proper documentation and prepare handover materials for the support team.

Mandatory Skills

• Business Analysis

• Requirements Gathering

• Workshop Facilitation

• Business Process Mapping

• User Stories and Acceptance Criteria

• Documentation and Reporting

• Training Material Development and Delivery

• Stakeholder Communication

• UAT Support

• Knowledge Transfer

• Contact Center experience

• California government or public-sector project experience

• Knowledge Management

• Change Management

• Experience creating accessible training materials