Contact Center Quality Analyst, Sr. jobs in Phoenix, AZ

City of Phoenix - IT Business Analyst (wireless telecom connectivity) - 128703

Closing Date & Time: 4/4/2024 3:00:00 PM

MUST BE LOCAL (within commuting distance to the City of Phoenix).

City of Phoenix is looking for an experienced Business Analyst to help drive requirements on a high-visibility marquee project and will interact with our growing team of 35 PMs and BAs, as well as various departments within the City of Phoenix.

Essential functions:

• Prepare requirements and specifications facilitating improved wireless telecom connectivity in City facilities for increased productivity and accountability.
• Confer with end-user department personnel to ascertain specific wireless infrastructure requirements.
• Develop functional specifications associated with system enhancements for wireless systems.
• Work with project stakeholders to elicit and document project requirements, including intended outcomes, features, and functionality.
• Define and document requirements to ensure delivery of intended project benefits.
• Ensure clarity of requirements to prevent scope creep, gold plating, or non-value-added activities.
• Document project requirements according to industry best practices and PMO processes.
• Document functional workflow diagrams to capture business goals and high-level scope.
• Demonstrate superior customer service, integrity, and commitment to innovation, efficiency, and fiscally responsible activity.

Qualifications:

• Prior experience with wireless communications capabilities (Wi-Fi, LTE, 5G, etc.)
• Ability to develop technical requirements for physical sites.
• Be results-oriented with a proven track record of translating physical business infrastructure needs into tangible requirements.
• Ability to walk City sites, including construction sites and/or rugged or rural terrain to gather physical site needs.
• Ability to develop requirements based on professional standards (i.e., PMI or similar).
• Professional and current certification in PMI (PMP, Agile, and/or similar certification).
• Four-year degree or equivalent education in Engineering, Information Technology, or related field, with minimum five years experience as a technical business analyst working on IT infrastructure projects (wireless network and/or telecom projects a plus).
• Ability to coordinate with cross-functional teams to ensure project alignment with business objectives and industry best practices (network security, coverage, bandwidth, etc.).
• Ideal candidate has a blend of technical expertise, leadership, and business analysis skills.

Some additional details of the position are as follows:

• Duration: 6-12 months
• Interview process: 1 round remote, possibly 1 round onsite.
• Role is non-supervisory.
• City-approved background check required.
• Work hours are typically weekdays 8-5; could be nights/weekends (e.g. go-live).
• Some positions may require CJIS and/or MAX background checks (in addition to standard City background checks).