Overview

Knowledge Services is seeking a Business Data Analyst ( Operations Metrics) for a one year + contract (potential for extension) with the State of Indiana - Dept of Revenue. This will be a fully onsite role from Day 1.

The Operations Business Analyst will work collaboratively with operations staff, supervisors and business leaders to conduct research, gather data, and define business metrics needs and requirements in order to develop operations metrics solutions to fill those needs.This position will do everything from shadowing front-line staff to defining and mapping functions within teams to developing actionable metrics that help supervisors and leaders organize workloads, drive business decisions and track function performance. A successful analyst will be positive, approachable and patient, deadline driven and an effective communicator. An innate curiosity about how things work and ability to quickly connect to business operations style processes are key.

Responsibilities

The Business Data Analyst will have the below responsibilities:

• Must be able to monitor and analyze cross-disciplinary operational processes in order to develop and/or enhance meaningful and actionable process performance metrics and dashboards.
• Will be a driver in the identification of indices, goals, and tolerance levels within different functional areas.
• Work with operations leaders and staff to identify critical and non-critical business functions.
• Deliver presentations to senior-level leadership.
• Understand current reporting that exists and evaluate to identify gaps.
• Work to develop systems of metrics and dashboards from front-line analyst through executive level.
• Work with leadership and Subject Matter Experts (SMEs) to identify and account for functional metrics outlining key functions from beginning to end.
• Deliver on project expectations including metric dashboards, reporting and workflow management and organization recommendations.
• Leverage subject matter expertise in IVR, call routing and telephony platforms to analyze, design, and develop call center-related reporting.
• Recommend, develop, and implement appropriate strategies, plans, tools, and approaches to drive successful performance.

Qualifications

The Business Data Analyst will have the below Qualifications:

• Bachelor's degree.
• Experience analyzing business operations in a contact center environment.
• Background in call center/telephony data such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc.
• In-depth knowledge of Call Center platform data models and inter-dependencies between different systems.
• Experience developing operational performance style metrics reporting and dashboards.
• Well versed in developing reports and dashboards via Excel Charts, Power BI, Visio and other Microsoft Office products.
• Ability to gather, manipulate and visualize data.
• Strong business analysis skills.
• Excellent verbal and written communication skills.
• Ability to work with minimal supervision and build credibility with business leaders at varying levels of the organization.

Physical Requirements:

• Job frequently requires sitting, handling objects with hands.
• Job occasionally requires standing, walking, reaching, talking, hearing, and lifting up to 25 pounds.
• Vision requirements: Ability to see information in print and/or electronically.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.

Overview of Knowledge Services:

By utilizing technology, Knowledge Services has been expanding the reach of professional organizations since 1994. A certified woman-owned business enterprise (WBE), Knowledge Services was started by Julie Bielawski as a computer training facility that partnered with big names like Oracle and Microsoft to provide on-the-job instruction. When the growing need for temporary IT staffing became apparent, Knowledge Services began exploring vendor management, prompting the development of the solutions they use today to serve both the public and private sectors.

Today, Knowledge Services is the largest government MSP provider in the nation with twelve state accounts and counting. With a diverse and growing team, seven office locations across the country, and a focus on mobile capabilities, Knowledge Services is poised to help organizations serve the modern citizen through cost-effective solutions that put people first.

Knowledge Services has benefit offerings to include the following!

• Medical, dental, and vision coverage
• Voluntary Life and AD&D coverage
• Pet Insurance
• Ticket and Event discounts!

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