Senior IT Business Analyst, Process Reengineering
Overview
Own the reengineering of government-facing workflows at scale, driving operational clarity for Agile teams in Surprise, Arizona. Report directly to program leadership, partnering with call center and customer service units to convert service gaps into actionable requirements. This contract role blends hands-on documentation, gap analysis, and cross-functional facilitation, with potential for a long-term engagement. Stand out by bridging business needs and technical delivery in a structured, service-driven environment.
What You'll Do7
- 1Gather and clarify business needs by conducting stakeholder interviews and workshops with operational teams and project partners.
- 2Map current workflows, identify process gaps, and document findings with Visio or similar tools, delivering improvement recommendations.
- 3Review business and operational documents for accuracy and compliance alignment, correcting inconsistencies.
- 4Partner with call center teams to define requirements that enhance customer service experiences, translating pain points into user stories.
- 5Create and maintain process maps, business requirements, and Agile artifacts for backlog refinement and sprint planning.
- 6Track action items, decisions, and requirement changes across sprints, ensuring stakeholder alignment and project clarity.
- 7Validate solutions by coordinating testing support, gathering feedback, and confirming business needs are met in each release.
Requirements7
- 15+ years experience in business analysis within complex, stakeholder-driven environments.
- 2Working knowledge of call center or customer service operations, translating service needs into business requirements.
- 3Strong document review skills with attention to detail, accuracy, and consistency.
- 4Experience participating in Agile Scrum teams and supporting iterative delivery.
- 5Ability to perform gap analysis and develop clear recommendations for process improvement.
- 6Strong written and verbal communication for interacting with business and project stakeholders.
- 7Proficiency in organizing requirements, documenting processes, and managing multiple priorities effectively.
Salary Insight
$135 - $150k per year
Location
Required Skills
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