Job Title: CRM/CCaaS Business Analyst
Location/ Work Structure: Hybrid, Cincy, Cleveland
Compensation: $95,000
Who we are: Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.
What You'll Do:
- Requirements Gathering:
- Collaborate with stakeholders to gather and document detailed business requirements.
- Conduct workshops, interviews, and surveys to identify needs and opportunities for the new CRM and call center solutions.
- Solution Design:
- Develop and present solution designs that align with business goals and technical capabilities.
- Ensure that the proposed solutions are scalable, flexible, and meet the strategic objectives of the organization.
- Implementation:
- Lead the implementation of improveit 360 (i360) CRM and RingCentral InContact Omni-Channel Call Center solutions.
- Coordinate with internal teams and external vendors to ensure smooth deployment and integration.
- Develop and execute test plans to ensure the solutions meet business and technical requirements.
- Project Management:
- Manage project timelines, resources, and budgets.
- Communicate project status, risks, and issues to stakeholders and senior management.
- Ensure all project documentation is complete, accurate, and maintained throughout the project lifecycle.
- Training and Support:
- Develop training materials and conduct training sessions for end-users.
- Provide ongoing support and troubleshooting for the deployed solutions.
- Monitor and evaluate the performance of the solutions and recommend enhancements as needed.
What Experience You'll Have:
- Bachelor's degree in Business Administration, Information Technology, or a related field.
- Minimum of 5 years of experience as a Business Analyst or similar role.
- Proven experience with CRM and CCaaS technologies, particularly Improveit 360 (i360),RingCentral InContact, or Salesforce is preferred
- Experience in leading large-scale technology deployments.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in project management tools and methodologies.
- Ability to work independently and as part of a team.
- Knowledge of data analysis and reporting tools.
- Excellent documentation skills.
