Role: Business Analyst
*Position 1---13 months*
MUST have experience as a contact center business analyst Must have
experience working with o call flows, o IVR applications (from a business
process perspective), o customer experience Prefer experience working with
Cisco UCM, Cisco CVP and/or Cisco ICM
*Additional Qualifications* :
o Business Experience: Business Process Management o Business Experience:
Corporate Contact Center Consulting Services (contact center knowledge) o
Systems Experience: Collaborative Technologies o Business Experience:
Unified Communications General Skills: o Strong written and oral
communications, o self-starter, o able to build relationships within all
levels of the organization, o ability to work a full work week mon- fri,
onsite at Corp South for at least the week, will consider virtual for week
depending on candidate skill level, experience in a mid to large
organization where business requirements will be gathered from multiple
sources.
*Position 2-----13months*
nontechnicalThis is a request for new External Systems Analyst with
Business Intelligence/ Estimation & Function Point counting skills.
Estimation Skills: · Knowledge of the estimation process ·
Experience using a formalized estimation tool and/or process ·
Conceptual or application knowledge of the Software Development Life
Cycle methodology · Ability to analyze complex data from multiple
sources · Ability to communicate clearly and concisely verbally and
in writing · Ability to translate highly technical information for
nontechnical customers · Ability to build relationships and work
within a team to formulate solutions across many areas Function Point
Counter Skills: Experience with function points based
estimation and ability to calculate function points for software
development efforts as well as infrastructure
Certification or membership with The 'International Function Point User
Group' (IFPUG') Ability to estimate effort sizing based on
from a logical user perspective Ability to perform point
counting based on independent measure of the software?s logical size
Ability to perform point counting based on a dependent
measure of how long the software will take to develop, equal to a function
of size, language, platform, skills, methods, team size, risks, and many
other variables. Ability to perform point counting based
onProductivity (in hours per FP): A dependent result, dependent on all the
same factors as work effort. Responsibilities: · Initiate estimate
development across multiple teams and locations · Identify and
implement a estimation approach throughout the project lifecycle, from high
level through the detailed level by partnering with aligned business
partners · Utilize an industry estimating tool suite to assist in
producing timely estimates that meet the needs of the business ·
Partner with Architects and Subject Matter Experts to gather necessary
inputs for estimating · Produce high quality, timely estimates with
associated supporting and presentation documents (plans, minutes, source
documents, questionnaires, presentations) ·
Communicate estimate information in a manner that is fully consumable by
an audience with varied knowledge of estimating · Manage and monitor
estimation changes, issues, risks and deviations throughout the project
life cycle · Develop process documentation to assist in training,
consistency and reuse of estimate creation · Guide other analyst(s)
in their assigned estimation activities including estimate creation,
estimate documentation and analysis · Mentor other team members in
their development of estimation skills
Complete Function Point
counting for efforts that need it as input for estimation
*Position3----3 months*
*Technical Skills * Strong trouble shooting, problem-solving and
analytical skills,Strong application, software, and infrastructure support
skills Linux scripting design, packaging & deployment experience
Infrastructure design, procurement, deployment and configuration experience
(both vendor hosted and on premise)
*General Skills * Experience in interfacing with vendors Experience
installing vendor written software/applications Experience in
supporting vendor software/applications Ability to focus with close
attention to detail Able to learn new concepts and software tools
quickly Understanding of the Software Project phases Design through
Implementation Understanding of Hardware components and building
environments Strong interpersonal skills and the ability to work in
a collaborative environment, as a team, and individually Ability to
understand and collaborate with business areas Effective written and
verbal communication
*Responsibilities: * Assist with the Design and Documentation of
design decisions for KM tools Identify risks and issues relating to
the project and timelines Coordinate any activates, tasks, and
efforts needed to execute project goals Configure and setup test and
production environments Work with many different areas across the
organization for integrations and completing project Coordinate with
developers and testers working on the project efforts Coordinate
activities between KM vendor teams and the SF team
*Position 4----13 months*
This resource will be expected to develop, maintain, and analyze a project
schedule in Primavera Project Management, monitor budget, and manage
resource allocations. They will work closely with the Project Manager and
project team. Looking for someone with the following knowledge/skills: -
Primavera experience required - Knowledge of project management principles
- Scheduling experience/knowledge - Schedule analysis skills Soft Skills:
Communication - verbal and written Facilitation Teamwork Problem solving
abilitites Willingness to learn and adapt Initiative
*Position 5----13 months*
This resource will be expected to develop, maintain, and analyze a project
schedule in Primavera Project Management, monitor budget, and manage
resource allocations. They will work closely with the Project Manager and
project team. Looking for someone with the following knowledge/skills: -
Primavera experience required - Knowledge of project management principles
- Scheduling experience/knowledge - Schedule analysis skills Soft Skills:
Communication - verbal and written Facilitation Teamwork Problem solving
abilitites Willingness to learn and adapt Initiative
*Role: Business systems Analyst( BA-Syatem)*
*Number of positions: 3 (13months)*
1. Clear understanding of testing methodologies 2. Able to coordinate with
all levels and resources within the SDLC 3. Experience in Migration
Projects 4. Excellent Communication Skills (Written and Oral) Role: The
Systems-BA provides a central contact for the gather, documentation,
routing and deploying of business requirements for system application
software. The System BA will be is accountable to the Project Manager and
responsible for coordinating the following Role Requirement: - Lead
detailed business requirement discussions with business architects and
other roles - Create Business data element mapping documents - Manage
development if service transition documentation (KIs, Job Aids, KTP) -
Assist the Business BA and test team with UAT and Exploratory testing -
Assist with System Test scenario and test case reviews - Assist with data
setup through admin console for testing - Ensures that all functional
requirement statements are properly documented. - Ensures that all detailed
rule statements are properly documented. - Understands and applies change
management processes (expected to know whether a change request, RCN are
needed) - Analyzes and facilitates discussion of impact of RCNs and change
requests. - Authors the RCN, CR and dependency documents as needed. -
Assesses defects severity and priority The following tools are utilized by
this skill (Nice to Have but Not required): ? State Farm Tools: ? HP
Service Manager ? TRAC ? Project Planning Tools "
*Role: Business Analyst - Release Management(BA- Release Management)*
*Number of positions: 3 (13 months)*
1. Clear understanding of testing methodologies 2. Able to coordinate with
all levels and resources within the SDLC 3. Experience in Migration
Projects 4. Excellent Communication Skills (Written and Oral) Role: The
Release Systems-BA provides a central contact for communication needs and
helps proactively address anticipated and miscellaneous communication
needs. The Release BA will be is accountable to the Release Manager and
responsible for coordinating the following ? Establish and maintain Release
Rolling Communications Plan End Release Team meetings. ? Maintain
Stakeholder list. ? Coordinate ad-hoc communications as needed (i.e.,
procedural changes, date changes, risk management, etc.). ? Establish and
maintain Release Implementation communications: ? Create stakeholder
communications for implementation awareness. ? Coordinate with Change
Adoption and the Release Implementation Team to develop communication.
(i.e. field, agency, operations centers, call centers and any users of the
product) ? Develop communications with Systems stakeholders on Release
scope, Release Implementation date and contacts. ? Create and Publish
Status Reports ? Coordinate updates to information published on Release
website. ? Coordinate/facilitate Release Management overviews/open
forums/Lunch ?n Learns, as needed. ? Provide information for Leadership
Message Points. ? Ensure there are plan(s) including KI (Knowledge Items)
for transition to service for the services included in the release. ?
Coordinate training schedules and plans within Release, as needed. ?
Facilitate Post-Implementation Reviews (PIR) and Lessons Learned sessions
The following tools are utilized by this skill (Nice to Have but Not
required): ? State Farm Tools: ? HP Service Manager ? TRAC "
Role: Business Analyst - OCM (BA-ocm)
Number of positions : 1 (8 months)
Business Analyst/Strategic Communication and Training (BA) Work
collaboratively with ODA and OCT Develop and execute on organizational
change tactics Support/Align Organizational Change Strategies / Plans
Support/Align Communication Strategies / Plans Create deliverables: o
Handouts o Presentation Materials (PowerPoint) o Job Aids o Training
Materials Website re-design Presentation skills coaching Create / Review
communications Individual may fill some ODA responsibilities as wel:
Organizational Development Analyst (ODA) Work collaboratively with
BA/Strategic Communication and Org Change Team (OCT) Research and Develop:
o Organizational Change Management (OCM) Strategies and Plans o
Communication Strategies and Plans Participate the OCT Conduct assessments
to measure change readiness and adoption. o Surveys o Focus groups Evaluate
communications and org change activities for effectiveness by asking the
target audience.
* Role: Business Analyst - Service Management Process Coordination*
*number of positions : 1(12 months)*
The Service Level Liaison facilitates the communication between the Service
Provider and the Service Receiver on a daily basis, regarding issues,
concerns, and daily activities of Service Management. The Service Level
Liaison evaluates the Service according to the Service Level Agreements
(SLA) or the Operational Level Agreements (OLA), using metrics and
reporting to continually improve the quality of the Service(s) delivered.
After the Service Level Manager appoints a Service Level Liaison, the
assignment can be selected on the Service Manager Administration form.
Works with Service Receivers and Architects to identify changes in market
or business strategy Evaluates request for new Services or change in
Service requirements and initiates requests for service with Service Level
Manager (SLM) and other impacted areas, if applicable Works with
Architects, Service Level Manager, and Service Coordinator in any service
design efforts for the creation, addition, or changes to the Service
Identifies new Service Receivers and Service Providers within the Service
chain and also, the appropriate subscribers to the Service Helps to develop
and negotiate the Service Level Agreement (SLA) or the Operational Level
Agreement (OLA) Agreements. (This includes working with the Service
Receivers to define Service Requirements and Service Level Objectives.)
Evaluates current Response Level Objectives to ensure they meet the needs
of the Business Partners Works with Incident Coordinators, Problem
Coordinators, Service Coordinators and Change Coordinators in developing
the monthly SLO reports. Monitors and updates the Continual Service
Improvement plans documented in the Agreement(s) Responsible for
identifying Vendor information and working with the Vendor Management
Office (VMO) Organizes and participates in the scheduled Agreement* reviews
Escalates issues concerning Service Level Managment to the Service Level
Manager Mentors and consults on how a Service is maintained in Service
Level Management within Service area Ensures that all Services are defined
and functioning within the Service Management tool(s) - Service Catalog,
Service Dashboard, and Service Manager by communicating required
information to WG99988 (Service Level Management team) Knowledgeable of the
Service Manager tool and Knowledge Items that support the Service. Opens
Problem Records to request a problem investigation of a potential problem
(Problem Requester). See Problem Requester process assignment under Problem
Management * Service Level Agreement, Operational Level Agreement What is a
Service Level Liaison accountable for? Monitoring and reporting on the
Service in relation to Service Level Objectives (SLOs) defined in the
negotiated Agreement(s) on a monthly basis Organizing and participating in
the scheduled Agreement reviews Escalating issues concerning Service Level
Management to the Service Level Manager Mentoring and consulting on Service
Level Management process within own Service area
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