Contact Center Quality Analyst jobs in Knoxville, TN

Business Analyst

Employment Type: Full-Time, Experienced

Department: Information Technology

CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business operations and Content Strategy for CGS, you will partner with internal business owners and external partners to understand new business opportunities and define functional requirements.  

CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

Skills and attributes for success:

- Support the development of briefings, agendas, and other general documentation support as directed, including training material and demonstration sessions for new and existing technologies to various stakeholders.

- Document and analyze business and functional requirements so that they may be accurately translated into process maps and technical system requirements

- Develop comprehensive documentation that meets organizational standards, to include but not limited to basic system architectural diagrams/wireframes, concepts of operations, monthly status reports

- Create high-level briefings and communications materials for customers, management, and executive stakeholders

- Work with the government and team members to identify, recommend, and implement opportunities for service delivery improvement and new technology implementation

- Evaluate program materials and develop innovative approaches for improvement

- Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation

- Develop and implement a deep understanding of Microsoft and Atlassian products and services (Teams, SharePoint, Visio, Jira, Confluence) to translate complex product information into simple, polished, and engaging content

- Research, outline, write, and edit new and existing content, working closely with various team members to understand project requirements

- Develop content in various media forms for maximum usability, with a consistent and cohesive voice across all documentation

- Perform risk management, including identifying, prioritizing, and mitigating risks, and communicating and escalating risks and issues

- Support a continuous improvement process by providing recommendations on improving products, services, and processes.

- Manage client interaction and expectations regarding team efforts

- Identify and coordinate cross-team dependencies and collaboration

- Continually seek opportunities to increase customer satisfaction, develop and deepen long-lasting client relationships

Qualifications:

- Must be a U.S. Citizen

- Bachelor's Degree (Computer Science, or engineering)

- Must be able to successfully complete a stringent Background Investigation and obtain required Government Security clearance

- 7 years of experience in business analysis, systems analysis, and/or design of information systems programs and related business processes

- Experience working with phase-based and Agile delivery methods

- Experience with Jira or other Agile tools

- Ability to clearly communicate technical concepts to both technical and non-technical users.

- Must be able to work well both in a team environment and independently.

- Must possess exceptional attention to detail

- Excellent interpersonal and communication skills

- Familiarity with government projects and policy/procedures teams

- Demonstrates ability to interact comfortably with Senior Leadership and/or Government Executives and staff on a day-to-day basis

- Experience in managing client requirements and small teams

- Excellent analytical skills and business presentation skills

Ideally, you will also have:

- Experience supporting DHS HQ or other US Federal Agencies   

- Experience tracking and reporting project or program delivery progress and  budget execution

- Experience developing project briefs and reports for non-technical audiences 

- Knowledge of the federal acquisition lifecycle

- Familiarity with Business Intelligence and Data Analytics

- Project Management, Agile, and/or Cyber Certifications (PMP / ACP / CSM / SAFe / CISM)

Our Commitment:

Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

We care about our employees. Therefore, we offer a comprehensive benefits package.

- Health, Dental, and Vision

- Life Insurance

- 401k

- Flexible Spending Account (Health, Dependent Care, and Commuter)

- Paid Time Off and Observance of State/Federal Holidays

Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Join our team and become part of government innovation!

Explore additional job opportunities with CGS on our Job Board:

https://cgsfederal.com/join-our-team/

For more information about CGS please visit: https://www.cgsfederal.com or contact:

Email: info@cgsfederal.com