BUSINESS ANALYST-SENIOR - 68056

Executive Service

This position is designated as hybrid.

Background Check: This position requires CJIS & FTI fingerprints. This position also requires a criminal background check. Therefore, you may be required to provide information about your criminal history to be considered for this position.

Who we are and what we do:

The Strategic Technology Solutions (STS) division within the Department of Finance & Administration provides comprehensive IT support to State Agencies, Commissions, and Boards through its Customer Care Center (CCC). To sustain and enhance this delivery model, we seek dedicated resources to maintain the CCC Incident Management Framework and drive continuous improvement in IT customer service. This role reports to an IT Manager within the Customer Care Center.

Key Responsibilities:

1. Collaborate with technical team members and CCC users to develop both business functional requirements and non-functional requirements.
2. Create business analysis documents and quality assurances for assigned projects.
3. Work with vendor software developers and technical team members to ensure a shared understanding of the business model and detailed functional requirements.
4. Elicit and document functional requirements and test strategies for technical solutions to meet business needs.
5. Respond proactively to both business and project issues, escalating appropriately when necessary.
6. Understand business strategy and objectives by studying business functions, gathering information, and evaluating output requirements and formats.
7. Collaborate with technical leads and business end users to plan and execute User Acceptance Testing (UAT).
8. Work with CCC Leadership to maintain metrics data quality through quality assessments and feedback processing.
9. Serve as backup administrator of CCC Metrics.
10. Serve as backup administrator of Incident Management program.
11. Perform other job-related duties as assigned.

Minimum Qualifications:

1. Education: Bachelors or Masters degree in Business Administration or Information Technology. Relevant professional experience in information technology may be considered in place of the required degree.
2. Sector Experience: Experience working in the governmental sector (local, state, or federal).
3. Technical Background: Strong IT technical background.
4. Call Center Metrics: Deep understanding of metrics in a call center environment.
5. Incident Management: Extensive knowledge of Incident Management including Problem Management and Major Incident Management.
6. Software Proficiency: Knowledgeable in inContact, ServiceNow, ZigiOps, Solar Winds, and Operation Bridge Manager software.
7. Technical Writing: Experience in creating process and procedure documentation, workflow diagrams, and manuals.

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.