[Hiring] IT Business Analyst @Lucet

Role Description

The IT Business Analyst is responsible for the implementation and support of business information systems across multiple departments. They collaborate with Product Owners and business leaders to manage team backlogs and help define and deliver strategic visions. They affect change by helping leaders articulate business needs in working sessions with architects to create transformational solutions. They operate in a solution-oriented environment and are encouraged to identify process improvement opportunities to drive systemic change in the organization.

What You Will Do - Essential Functions

• Business Analysis & Stakeholder Management:
  • Partner with business stakeholders, product owners, and development teams to gather requirements, define business needs, and translate them into technical solutions.
  • Lead roadmap planning, backlog refinement, prioritization discussions, and project decision-making while balancing risks and competing business priorities.
• Project Delivery & Product Support:
  • Create and maintain project documentation including business requirements, project charters, UAT plans, and project status communications.
  • Track software development progress, coordinate production issue resolution, manage multiple initiatives, and serve as a Subject Matter Expert (SME) for supported products or programs.
• Genesys Cloud Administration & Contact Center Operations:
  • Support the configuration, administration, optimization, and enhancement of Genesys Cloud, including routing, IVR flows, queues, reporting, and contact center operations.
  • Collaborate with cross-functional teams to troubleshoot issues and improve inbound/outbound call handling, dialer setup, disposition processes, and integrated interaction workflows.

Qualifications

• Degree related to Analysis, Technical/Business Administration, or Communication fields and 3 years relevant experience, or at least 6 years' total specific Business Analyst roles and experience.
• T-SQL experience (writing queries, analyzing SQL data, etc.).
• Working knowledge of contact center technologies and telephony concepts relevant to Genesys Cloud, such as call routing, IVR design, and workforce engagement tools.
• 2+ years hands-on experience supporting or administering Genesys Cloud (e.g., Architect flows, queue configuration, user/role management, reporting).
• 4 years Demonstrated experience with SDLC (Software Development Life Cycle) in Agile and Waterfall methodologies.
• 6 years’ Experience creating software development requirements documents.
• 6 years’ Experience writing development tasks from requirements documents.
• 4 years’ Experience interacting with senior leadership.
• Organization and time management skills.
• Strong analytic and problem-solving skills.
• Ability to work both independently and in various team settings.
• Ability to pass background check upon hire and throughout employment.

Requirements

• Responsible with a high level of integrity and ethical standards.
• Intuitive nature to identify compliance irregularities.
• Excellent communication and interpersonal skills, with the ability to collaborate across teams.

Benefits

• Annual compensation between $90,000 - $100,000, PLUS an annual performance-based, discretionary incentive.
• Comprehensive health benefit options: Medical, dental, and vision coverage.
• 401(k) with competitive employer match.
• Company-paid life and disability insurance.
• Paid parental leave and wellbeing incentives.
• Generous paid time off, including volunteer time.
• Flexible spending accounts for healthcare and dependent care.
• Professional development opportunities and tuition reimbursement.
• Remote work flexibility (role-dependent).
• Opportunity for meaningful growth, both personally and professionally, where your unique background and experience is welcomed and valued.