Business Analyst specializing in Contact Center projects for global leader Capgemini. Engaging with stakeholders and technical teams to enhance customer engagement environments.
About the role
- Senior Technical Business Analyst resolving complex customer issues. Collaborating with government clients to implement technology solutions and provide strategic consultation.
Responsibilities
- Collaborate with government clients to gather, analyze, and document complex business and system requirements, translating them into detailed functional specifications and user stories.
- Act as a liaison between clients and technical teams to ensure mutual understanding of requirements and provide ongoing support.
- Provide strategic consultation to stakeholders and leadership, aligning system capabilities with business objectives and compliance standards.
- Identify and recommend system enhancements or new features based on client feedback, industry trends, and product expertise.
- Serve as the escalation point for critical or at-risk client accounts, addressing support issues promptly and effectively.
- Partner cross-functionally with engineering and product teams to escalate and resolve high-impact client issues, bugs, and advanced technical challenges.
- Proactively identify at-risk clients, initiate early engagement, and collaborate with internal teams to ensure client satisfaction.
- Mentor junior analysts and foster a culture of continuous improvement and knowledge sharing.
- Stay informed on industry trends, government regulations, and emerging technologies to guide solution design and client strategy.
- Communicate clearly and professionally with stakeholders at all levels, including executives, technical teams, and end users.
- Resolve support requests in accordance with established guidelines and service level agreements.
- Apply advanced SQL skills to investigate and resolve complex support cases efficiently.
Requirements
- 5+ years of experience in business analysis, systems implementation, or consulting, with a strong focus on government or public sector projects.
- Expert-level understanding of ERP systems and enterprise platforms, including finance, HR, procurement, and case management modules.
- In-depth knowledge of public sector regulations, compliance standards, and operational frameworks.
- In-depth knowledge of Puerto Rico governmental accounting laws, regulations, and standards.
- Advanced proficiency in business process modelling, requirements elicitation, and translating complex business needs into actionable technical specifications.
- Highly skilled in Microsoft Office Suite, especially Excel (pivot tables, macros), Word, PowerPoint, and Outlook; familiarity with Microsoft Project and Access is a plus.
- Bilingual fluency in English and Spanish, with proven ability to communicate effectively across diverse stakeholder groups.
- Demonstrated leadership and mentoring experience, guiding junior analysts and contributing to team development and performance.
- Self-starter with excellent time management skills, able to prioritize and manage multiple initiatives in a remote-first, fast-paced environment.
- Solid understanding of SQL and database concepts, with the ability to collaborate effectively with technical teams on data-related initiatives.
- Willingness and ability to drive within Puerto Rico and conduct in-person customer visits.
Benefits
- Flexible Time Off – Take the time you need to rest, recharge, and live your life.
- Company-Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
- Work From Home Reimbursement – Support a productive home office environment.
- Private health, vision, dental and life insurance – 100% Employer-Paid. Comprehensive coverage for you and your family.
- On-Demand Mental Health Support – Access to Headspace and other wellness tools.
- Pension Plan and Retirement options
- Online Learning Platforms – Fuel your professional development.
- Competitive Salary & Bonuses – Your contributions are valued and rewarded.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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