Business Analyst

Harvey Nash USA has been engaged to find a talented Business Analyst for a Large Airlines Company. Job Title: Business Analyst Location: Hybrid in Houston, TX or Chicago, IL (3 days per week onsite) Duration: 4+ Months with possible extension OVERVIEW/SUMMARY Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more. ESSENTIAL DUTIES AND RESPONSIBILITIES • Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience • Design and deliver solutions that bring an innovative approach and consider practical limitations • Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement • Map out current and future state processes, providing a clear vision for potential enhancements • Manage project timeline and budget commitments effectively • Support testing strategy for new processes and tools • Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations • Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned • Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments Required • Strong verbal and written communication skills • Microsoft Office and analytical skills • Demonstrate agility managing through ambiguity and be adaptable in the face of change • Strong business acumen Preferred • Demonstrated project planning and execution • Proficiency with Azure DevOps, Jira, or other agile work management tools A reasonable, good faith estimate of the minimum and maximum hourly wage for this position is $45- $53/hr. on W2 (Rate is based on experience). Benefits will be available, and details are available at the following links: • Benefits Summary: Why You Should Work with US • Benefits Details 2024 - 2025: 2024 Benefits Guide (Contract Employees) • 401K Plan: 2025 Harvey Nash 401k Plan