Kelly Services Business Analyst in Austin, Texas

Kelly IT Services is currently recruiting for a Business Analyst to work for our client in the Insurance Industry located in Austin, TX!

This is a long term contract opportunity!

Qualified and interested candidates APPLY NOW!!

You can email your resume directly to Amy Kowalski -

Job Summary

This position serves as a liaison between the contact center and the IT organization to provide well documented solutions that include process or system changes. A successful candidate can listen to the customer, understand the business process the contact center agents are following and then be able to articulate system or process changes to help overcome business challenges. In this role you will suggest enhancements to help better utilize our technology and develop business requirement documents to help IT understand the needs of the contact center. You will also become a champion of change in the organization and help promote that change across business units, so a “social butterfly” is a desired candidate for this position.

Essential Job Functions

  • Provides research and analysis to support strategic, business/operational planning, monitoring and reporting, and technical expertise for the Contact Center.

  • Performs impact analysis of application changes across various components, holding an end-to-end view of the system and how the user interacts with the system.

  • Defines project scope and develops functional specifications.

  • Prepares a Business Requirements Document and works with IT to develop and implement the idea.

  • Understands customers’ objectives, processes, and products in order to make educated recommendations.

  • Supports application testing & implementation objectives

  • Performs quality review checks on project deliverables

  • Creates communication & training material in conjunction with the Enterprise Communication and Knowledge Management Teams

  • Effectively manages the development of the business requirements, including:

  • Facilitating requirement gathering sessions

  • Managing and resolving open issues

  • Identifying impacts of change to training material and knowledge content

  • Serving as a Subject Matter Expert for questions related to your projects

  • This position works in a near 24/7 contact center. Occasional nights and weekends are required.

Preferred Skills and Abilities

  • Foster and maintain a collaborative relationship with key business and IT partners.

  • Experience working with Waterfall teams that are moving to Agile Methodologies.

  • Ability to articulate technical findings in a clear and concise business language to non-technical customers and stakeholders.

Education Requirements

  • Bachelors degree

  • Certification in Business Analysis, Six Sigma or any relevant contact center technology skill set (Oracle Certified Business Analyst, Genesys Certified Associate, SalesForce Administrator, etc.

Experience Requirements

  • 3+ years working with SalesForce KM, Chat, CRM and CSS technology from a business perspective.

  • 3+ years working with Genesys, Avaya or Cisco based work routing platforms. This experience needs to be in a blended contact center environment where both phone and non-phone work are routed to agents.

This position is recruited for by a remote Kelly office, not your local Kelly branch. If you have questions about the position, you may contact the recruiter recruiting for this position ( Due to the high volume of responses anticipated, only select candidates will be contacted. Thank you!

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™ companies, and more than 9,000 IT hiring managers turn to us each year to access the best talent: people like you.

Last year we found 10,000 opportunities for IT professionals. Let us help advance your career today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to have a role in managing employment opportunities for more than one million workers around the globe. We employ 550,000 of these individuals directly with the remaining workers engaged through our talent supply chain network of supplier partners. Revenue in 2015 was $5.5 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at