Business Analyst

Business Analyst (Contract) – Contact Center & Service Management Contract (Leawood/Kansas City, KS) or Fully Remote (Central/Eastern Time Zones) We are seeking an experienced Business Analyst to support a high‑impact Contact Center and Service Management initiative for a well‑established organization in a growth and transformation phase. This contract role sits within an Enterprise Applications team and partners closely with business stakeholders, external development vendors, and internal engineering teams. This is a high‑autonomy, low‑bureaucracy environment where ownership, proactive communication, and system‑level curiosity are critical to success. What You’ll Do • Jira & Backlog Management (≈40%) • Write, refine, and groom user stories and acceptance criteria • Manage epics, features, and stories within a Kanban/Agile framework • Participate in PI planning and maintain board hygiene • Stakeholder Collaboration (≈30%) • Facilitate working sessions to gather and clarify requirements • Translate business needs into clear, technical stories • Conduct demos and walkthroughs back to business partners • Vendor & Engineering Coordination (≈20%) • Act as the liaison between external development partners and internal engineering • Support architectural review and approval workflows • Ensure alignment across teams and timelines • Process Optimization & Team Support (≈10–15%) • Participate in team syncs and continuous improvement efforts • Occasionally support after‑hours production deployments or hypercare (rotational and rare) Required Qualifications (Must‑Have) • ServiceNow expertise with deep, behind‑the‑scenes knowledge • (e.g., workflow logic, inbound email action rules, parent/child ticket relationships, omnichannel self‑service)Surface‑level familiarity is not sufficient for this role • Jira proficiency, including user story writing, backlog grooming, and Agile/SAFe practices • Exceptional communication skills — able to proactively drive updates, close loops, and quarterback information across multiple stakeholders • Customer‑centric mindset with empathy for front‑line teams handling high ticket volumes Nice‑to‑Have Experience • Additional ticketing or CRM platforms (Zendesk, Salesforce, Genesys, HubSpot) • Contact center platforms (Five9 strongly preferred) • Exposure to AI, automation, or intelligent workflow initiatives • Prior experience in a contact center or adjacent environment What Makes You Successful Here • Proactive and accountable — stakeholders never have to chase you for updates • Comfortable working independently with minimal oversight • Adaptable and able to pivot quickly as priorities evolve • Naturally inquisitive — you dig into systems beyond surface functionality