Overview
The Business Analyst will lead a major project focusing on process automation within a Contact Centre, leveraging skills in data automation and operational workflow optimization. The role involves collaboration with various stakeholders to analyze current processes, design targeted improvements, and deliver effective automation solutions integrated with GCP and Power BI. This contractor will be instrumental in producing quality process models and providing hands-on support throughout the project's lifecycle.
Responsibilities
- Lead the automation of data flow from Salesforce and Equation into GCP tables.
- Engage with stakeholders to capture and analyze current-state workflows.
- Design target-state processes and define requirements for automation solutions.
- Produce high-quality process models and solution design artefacts.
- Provide hands-on support through build, testing, training, and sustainable model development.
- Optimize operational workflows and case creation using AI.
Requirements
- Proven experience as a Business Analyst focused on automation and workflow transformation, preferably in Financial Services.
- Strong background in operational process analysis and mapping, with expertise in AS-IS and TO-BE design.
- Understanding of operational contact centre workflows.
- Experience with data automation using GCP and AI/LLM integrations.
- Familiarity with Power BI and its dashboarding requirements.