Business Analyst

Job DescriptionDay-to-DayA Fortune 100 client is looking for a Business Analyst to sit in Stamford, CT. This person will be joining the Chat IVA team, which is part of the Digital Service and Customer Experience team. The Chat messaging channel (IVA team) focuses both on Chat bot (CX) and agent user experience, and the team is responsible for driving CX for customers for all the customer journeys. The role is responsible for supporting customer experience business requirements, process design, system changes and/or chatbot flow creation and enhancements, testing, analysis and reporting tied into product performance before and after. As a BA for the team, they will be responsible for gathering the requirements from stakeholders, and creating business requirements documents. An example of a project they might work on is if there is a billing increase to a customer, the data team will report on it and the customer experience team will then need to use that data to effective take steps to the different customer support channels like chat, email, call, etc. to change to enhance customer experience. This business analyst will need to be able to understand what the data means from the data team and translate to technical business requirements to the customer experience team. This person will spend 60% creating the BRDs, and 30% working on existing chat flow updates, and 10% UAT when required.Pay: 40-46/hrWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] .   To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .Skills and Requirements2-5 years experience as a business analyst Strong experience translating technical business needs to stakeholders Experience with customer journey mapping/customer experience, along with data driven analysis Experience creating BRDs (business requirement documents) Experience with JIRA and MS tools Fluent in Spanish Bachelors Degree Solution oriented, great communication/presentations skill necessary Plusses Telecom Industry Experience nullWe are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].