BUSINESS ANALYST (CUSTOMER EXPERIENCE AND REPORTING)

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Description

Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to turn service data and customer feedback into the reports, roadmap items, and requirements that drive continuous improvement on an enterprise IT Customer Support Services program supporting a Department of War agency. Working within the Service Management Operations Lead's team, the analyst assembles and analyzes inputs for the Monthly Customer Support Activity Report, Quarterly XLA Performance Report, and CX Roadmap; analyzes CSAT, Customer Effort Score, and Executive Promoter Score results; documents business requirements for CX and automation initiatives; and supports the Annual KPI/PRS Review with data-driven analysis. The role bridges operations, the dashboard team, and Government stakeholders. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Compile, analyze, and quality-check operational and experience data from all task areas for the Monthly Customer Support Activity Report and Quarterly XLA Performance Report, explicitly linking qualitative user feedback to CX Roadmap initiatives.
• Analyze CSAT, Customer Effort Score, and Executive Promoter Score results and survey verbatims to identify trends, pain points, and improvement opportunities, and document business requirements and user stories for approved CX and automation initiatives.
• Maintain the quarterly CX Roadmap register (initiatives, owners, status, KPI impact) and the CX Current State & Gap Analysis Report, and prepare briefing materials for governance meetings and Program Management Reviews.
• Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
• Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
• Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
• Assemble the ITCR Support Package for each assigned request, including requirements specifications, business process analysis, gap analysis findings, and briefing materials for leadership review.
• Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain Top Secret eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience as a business analyst, systems analyst, or requirements analyst on IT projects.
• Demonstrated experience eliciting and documenting requirements, developing process maps and gap analyses, and preparing alternatives analyses or business cases.
• Experience writing user stories and acceptance criteria and supporting UAT in an Agile environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio) and collaboration tools; ability to produce polished briefing materials.
• Strong analytical, facilitation, written, and verbal communication skills.
• Ability to work with technical and non-technical stakeholders at all levels.

DESIRED SKILLS:

• IIBA CBAP/CCBA or ECBA, PMI-PBA, or Certified Scrum Product Owner; ITIL 4 Foundation.
• Experience with ServiceNow (requirements for Service Catalog, workflows, portal) or another enterprise ITSM platform.
• Experience supporting Department of War (DoW), DoD, or other Federal IT governance and capability request processes (DoDI 5000.82, DoDI 8115.02).
• Experience conducting market research and preparing Rough Orders of Magnitude (ROMs) or cost-benefit analyses.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Familiarity with Power BI and data analysis to support requirements.

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.