Business Systems Analyst (IVR)

Client is seeking a Business Systems Analyst (IVR EXPERIENCE IS A MUST) - for a 12 month contract with possible extensions. This is a HYBRID role opportunity - (2-3 days/wk) in Newark, NJ or Ft. Wash, PA.

The ideal candidate must have 10 years of experience in the financial services including experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space. SAFe and CSM Certification are required.

Worker's Work Location: Newark, NJ or Ft. Wash, PA - HYBRID

Job Title: Business Systems Analyst (IVR EXPERIENCE IS A MUST) -

We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective solutions. The ideal candidate will have a proven track record in leading strategic insurance programs and AI-driven transformations. This role requires a deep understanding of product delivery processes, actionable business intelligence, data modeling, and governance, especially within the insurance industry.

Key Responsibilities:
Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.
Develop actionable business intelligence and analytics to drive decision-making.
Lead ongoing reviews of business processes and developing optimization strategies.
Develop and implement data governance, data management, and data quality program practices and strategies.
Model business processes for Interactive Voice Response (IVR) and implement effective solutions.
Foster a culture of continuous improvement and excellence.

What you bring to the table:
Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.
Experience working in an AGILE environment.
Strong analytical skills and proficiency in data modeling techniques.
Scrum Master Certification.
BA/BS in CS, Information Systems or Information management or Systems design.
Ability to manage complex projects and deliver results in a fast-paced environment.
Excellent communication and leadership abilities.

Bonus if you have:
Deep expertise in insurance financial engines and regulatory compliance.
Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.

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