Business Analyst

Company: Engility Corporation
Location: Washington
Posted on: June 13, 2021

Job Description:

SAIC is seeking a Business Analyst to support our team in Washington D.C. This position can be worked primarily remotely in the DCMV area, but may require occasional attendance in the Washington D.C. office. The Business Analyst provides expertise on continuous process improvement strategies, organizational redesigns, and performance measures for basic business process engagements. The candidate will be responsible for coordinating coverage based on "call" patterns - vacation, evening, weekend shifts, etc. This will include maintaining vacation schedules, attendance records, and shift changes.

Additional responsibilities include:

• Creating staff schedules
• Trend Analysis of problem types, handle time associated with problem types, and hold times to speak to a representative
• Define and develop business process and performance metrics
• Conduct analysis of business processes: current state analysis, gap analysis, benchmarking, best practice identification, organizational assessment, and other related tasks
• Ensure compliance with policies and that the performance and quality of services conform to established standards and agency guidelines
• Works directly with operating entities to provide process analyses oversight on a continuing basis to enforce requirements and meet guidelines
• May coordinate with business and technology teams, ascertaining system requirements such as program functions, output requirements, input data acquisition, and system techniques and controls
• May deliver presentations and training courses including measurement, analysis improvement, and control

Required Qualifications:

• Bachelor's degree and 3 or more years of experience in business analysis or related field
• Quantitative analysis and workforce planning experience
• Proficient with Microsoft Excel
• Demonstrated ability to identify knowledge gaps as a result of trend analysis for the purpose of improving support services
• Experience with help desk IVR applications
• Prior data / trend analysis
• Must be able to obtain USMS Public Trust clearance prior to starting

Desired Qualifications:

• InContact IVR experience
• Power BI experience

Keywords: Engility Corporation, Washington DC , Business Analyst, Other , Washington, DC