Location: Denver, CO
Senior Systems Analyst will primarily be responsible for providing support and analysis for Non-Emergency Smart IVR with conversational AI to route the non-emergency call to the appropriate client call center to address the constituents need. They will perform requirements gathering, transforming business requirements into technical requirements, documentation, verification, refinement of new requirements, and process flows.
This SA will support User Acceptance Testing when needed. The SA will report directly to the Application Analysis Manager but will receive day to day direction from a project manager. Expected Responsibilities: Write user stories with the 3 W (the who, the what, and
the why) format as well as document Acceptance Criteria using the Azure Dev Ops tool (formerly TFS) Partner with Denver 911 to understand known and needed business processes, system requirements, and integration requirements Create and maintain functional process analysis documentation such as data mapping, process flows, and technical requirements documents which identifies and recommends resolution of any process/system/integration-related gaps with the pre-existing templates provided by the project team Perform technical process evaluation, analysis, along with recommending fixes Partner with the QA team to support User Acceptance Testing when needed May provide go-live support and immediate
post-production support activities as needed Attend and participate in SCRUM ceremonies with the core Project team (SA, BA, developers, QA analysts, Prod Support Analyst, and the product administrator) Minimum three years of current, professional experience analyzing and improving applications which should include at least two years of experience performing lead-level work for multi-sized projects Have experience with documenting requirements, customer journey, current and future state process mapping, UI/UX Design Modes and/or data-flow diagrams Functional knowledge of IVR features and functions or IVR solutions Understands call/contact center and omnichannel functions and management Experience with workflow analysis, integrations/APIs, and overall ERP System design Experience with writing user stories in the 3 W (the who, the what, and the why) format Experience with Microsoft Azure Dev Ops (TFS/VSTS) or other Lifecycle management tools such as JIRA Experience with writing user stories/requirements Experience creating technical and functional system specifications and translate requirements to developers Experience with data mapping activities Experience with creating and maintaining flow diagrams using Lucid Charts and/or Microsoft Visio Experience managing process analysis and improvement activities which impact multiple teams/departments Experience identifying, recommending, and delivering recommendations which improve the system Excellent team collaboration, delivering results with peers, customers, and vendors Helpful but not required: Experience working with Scaled Agile Experience in the public sector, at the municipal/county level Some familiarity of conversational AI and Large Language Model functions, metrics, and processes Experience identifying, recommending, and delivering recommendations which improve system AWS Connect, Lex and Lambda function knowledge is a plus The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role.
We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.
Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, interaction, pregnancy, interactionual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more details: jobs-search. org/administration_denver-c426832/ivr-systems-analyst-denver_i1983571018
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