Business Analyst III (Caledonia, MI)

Location: Caledonia, Michigan
Date Posted: 04-08-2017
Position: Business Analyst II 
Location: Caledonia, MI
Duration: One year contract

Local candidates only.
​ The candidates must be authorized to work on a full-time basis.

If interested, please email your resume to (as a word doc) with your availability and hourly rate.

Required Qualification and Experience:
  • Bachelors degree
  • Certification in Business Analysis, Six Sigma or any relevant contact center technology skill set (Oracle Certified Business Analyst, Genesys Certified Associate, SalesForce Administrator, etc.
  • 3+ years working with SalesForce KM, Chat, CRM and CSS technology from a business perspective.
  • 3+ years working with Genesys, Avaya or Cisco based work routing platforms. This experience needs to be in a blended contact center environment where both phone and non-phone work are routed to agents.
Preferred Skills and Abilities:
Foster and maintain a collaborative relationship with key business and IT partners.
Experience working with Waterfall teams that are moving to Agile Methodologies.
Ability to articulate technical findings in a clear and concise business language to non-technical customers and stakeholders.

This position works in a near 24/7 contact center. Occasional nights and weekends are required.

Main Job Duties:
  • Provides research and analysis to support strategic, business/operational planning, monitoring and reporting, and technical expertise for the Contact Center.
  • Performs impact analysis of application changes across various components, holding an end-to-end view of the system and how the user interacts with the system.
  • Defines project scope and develops functional specifications.
  • Prepares a Business Requirements Document and works with IT to develop and implement the idea.
  • Understands customers’ objectives, processes, and products in order to make educated recommendations.
  • Supports application testing & implementation objectives
  • Performs quality review checks on project deliverables
  • Creates communication & training material in conjunction with the Enterprise Communication and Knowledge Management Teams
  • Effectively manages the development of the business requirements, including:
  • Facilitating requirement gathering sessions
  • Managing and resolving open issues
  • Identifying impacts of change to training material and knowledge content
  • Serving as a Subject Matter Expert for questions related to your projects

Mary Avikians
Client Services Manager
JBA International, LLC
1192 N. Lake Avenue, Pasadena, CA  91104
Direct: 626-204-6914
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