Job#: 2063613

Job Description:

Job Title: Business Systems Analyst

Location: Columbus, OH (Hybrid)

Pay Range: $50/hr-$57/hr

Contract Length: Through 12/31/2025

Must have:

• 3 to 5 years experience in the Banking Industry
• Agile experience
• Contact center
• Deployment of new IVR applications and enhancements
• Microsoft Office 365
• Requirement Elicitation

Nice to have:

• 1-3+ years with a SQL or Oracle databases
• Advanced Tableau skills
• Genesys Certified Associate
• Talkdesk
• Verint

IT Contact Center BSA

JOB DESCRIPTION

This is an ISS Department position. Provides systems support for assigned business unit or assigned application(s) which include the following: - Maintains, monitors, updates assigned application systems - Researches problems and takes appropriate action to correct - Tests and implements new software or software modifications - Develops and provides user training for new and existing applications, products and procedures Develops and updates documentation to support policies or procedures. Develops, generates, maintains and monitors reports, files, and/or other data. Responds to questions and provides technical support to members of the business unit. May act as liaison between software vendors and business unit or between users and other corporate areas.

This role will be in support on our contact center systems and the implementation of new systems. This includes IVR, call routing, reporting, workforce optimization, workforce management, call recording, softphones and desktop integrations, call backs and more. Experience with these systems, their functions and operation are highly important.

• Leads assigned projects and/or provides advanced technical and consultative support to other team members for assigned business unit or assigned application(s) that are typically more complex and of a larger impact to the company.
• Maintains in-depth knowledge of applications and stays current in technical enhancements, methodologies and trends related to the assigned application(s).
• Analyzes existing systems or procedures and identifies technical or procedural improvements.
• Recommends business practices to optimize use of application systems.
• Develops operational procedures for products, services and systems.
• Designs processes to meet regulatory requirements.
• Develops and generates special or Ad Hoc reports.
• Provides technical support to business unit, customers, management and other users.
• Serves as liaison between software vendors and business units, or between users and other corporate areas.
• Creates and maintains documentation for IT and business areas
• May maintain and run access reviews and DR events
• Participates in off-hour production releases as needed.
• Incident and problem management
• Must assist in developing and executing on strategic plans

Basic Requirements:

• Agile System Development life cycle experience
• Experience as a business or systems analyst
• Experience in banking and contact center

Beneficial Experience:

• Bachelors Degree
• Project planning and management, with the ability to manage multiple projects in a fast-paced environment and meet deadlines.
• Knowledge and Experience in waterfall and agile methodologies.
• Experience in a Business Analyst role performing the listed responsibilities, including experience with the following artifacts is desirable:
• Eliciting and documenting functional requirements, use cases, and User Stories
• Producing process flows using Visio
• Demonstrable technical skills and ability to learn technology
• Strong organization, written and oral communication skills
• Experience facilitating group sessions to gather requirements with ability to ask relevant questions to drill into the details
• Experience tracking and driving deliverables to completion
• Experience with Microsoft products including, Outlook, Word, Excel, Teams, Visio.
• Experience with ServiceNow platform
• Experience with Agile collaboration tools, including Microsoft Azure DevOps (ADO)
• Genesys Cloud certification
• Experience with contact center systems including Cisco UCCE, Finesse, Egain, Verint WFO Suite and Virtual Hold Technology

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-463-6178.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.