Business Analyst

We are looking for a Business Analyst to support service operations in Houston, Texas by translating business needs into practical process improvements. This role works closely with stakeholders to assess current workflows, clarify requirements, and recommend solutions that improve customer service performance and operational efficiency. The ideal candidate brings strong analytical thinking, clear documentation skills, and experience working in Agile Scrum environments.

Responsibilities:
• Gather, analyze, and refine business requirements by partnering with operational teams, stakeholders, and customer service functions.
• Review business processes and documentation to identify inefficiencies, risks, and opportunities for improvement.
• Conduct gap analyses to compare current practices with desired outcomes and recommend actionable solutions.
• Create clear business documentation, including process maps, requirement summaries, and supporting materials for project teams.
• Collaborate with Agile Scrum teams to help prioritize work, clarify user needs, and support solution delivery.
• Evaluate call center and customer service workflows to help improve service quality, consistency, and response effectiveness.
• Support testing, validation, and rollout activities by confirming that delivered solutions align with documented requirements.
• Provide ongoing analysis and reporting to help leadership make informed operational and service-related decisions.

Qualifications:

• Experience performing business analysis within service-oriented or customer support environments.
• Working knowledge of call center or customer service operations and related business processes.
• Ability to review documents thoroughly and convert findings into clear, organized business requirements.
• Familiarity with Agile Scrum methods and experience collaborating with cross-functional delivery teams.
• Strong gap analysis skills with the ability to identify process issues and recommend practical improvements.
• Excellent written and verbal communication skills for working with stakeholders at multiple levels.
• Strong analytical, problem-solving, and organizational abilities with close attention to detail.

Compensation

$100,000.00-$115,000.00 Yearly

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