Business Analyst - Continuous Improvement

Job Title: Business Analyst - Continuous Improvement Duration: 1+ year Location: Houston, TX (hybrid) Required Pay Scale: $32-$34 / HR W2 • • • Due to client requirements this role is only open to USC or GC candidates • • • Job Summary: The Business Analyst - Continuous Improvement is responsible for the analysis and resolution of global issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory. Project Details: • Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments. • Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service. • Prepare and deliver business cases based on solid analysis and business intuition. • Gain cross functional support and approval for system and process changes from key stakeholders. • Work within the IT Change Management process to affect timely and complete implementation of system and process changes. • Manage small to mid-size changes into the Customer Care organization through coordination with key business and information technology teams. • Prepare quality business requirements or user stories, and functional design documentation for requested changes. • Perform and document testing for system and processes changes. • Document end user processes, step actions, and scripting in support of all implemented changes. • Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes. • Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors and Management, as applicable. • Act as a liaison between the Customer Care organization and other business units and departments. Must Haves • Proven experience writing clear and comprehensive Business Requirements Documents (BRDs). • Strong knowledge of Agile and Waterfall methodologies, with the ability to adapt to both. • 2+ years of experience in a consumer services or call center environment. • Demonstrated business analysis expertise, including gathering, documenting, and translating requirements into actionable solutions. • Skilled in workflow design and process documentation to support business and technical teams. • Confident communicator with the ability to present, explain, and influence stakeholders at all levels. • The ideal candidate will have a broad range of experience within several functions including technology design, flow design and implementation, business process development, training and performance management, and work force management analysis. • Excellent grasp of project management lifecycle and agile methodology. • Strong MS-Office (Word, Excel, PowerPoint) skills. • Results oriented. • Ability to thrive in an environment that is developing and growing quickly, especially in the technical field. • Excellent problem-solving, organizational and time management skills. • Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed. • Ability to overcome major obstacles and recognize early when issues should be escalated. • Strong work ethic. • Must be an effective and collaborative team player. • High level of honesty and integrity. • Excellent communications skills, both written and verbal. • Excellent grasp of project management lifecycle and agile methodology. • Strong leadership skill. Desired Skills Some project management, leadership and relationship skills are preferred. Undergraduate degree from accredited four-year college or university is preferred. About Matlen Silver Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works. Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status. If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: info@matlensilver.com // 908-393-8600