Business Analyst Washington, DC - Sharp Solutions : Job Details

Job Title: Customer Service Representative SSi has principals that are an integral part of the organization's characteristic and are fundamentally essential to the shaping of everyday activities that connect to our broader mission and vision. As an organization, SSi is committed to:

• Foster a culture of innovative and out of the box thinking: We fundamentally understand that each employee has something unique to offer to the organization. We foster a culture that nourishes innovation by empowering staff, leverages their passions, and encompasses a circle of trust where it's all about thinking of new ideas and getting good feedback.
• Invest in our Resources: Employees are essential; their physical and mental well-being are pivotal to the growth of our organization. Our company culture, productivity, and overall employee happiness stem directly from how much training, responsibility, and empowerment they have within our organization. Our focus is on improving the growth of individuals through education, allowing them to play central roles, so they can grow and add value to the company.
• Provide solutions that are in the best interest of the customer and improve their strategic posture: We are in business to serve our customers and do what is in their best interest. Our philosophy is to offer services that are complete. We strive to provide services that do more to help the customer improve in all areas including areas that they may not have considered. Sharp Solutions, Inc has an immediate need for a Customer Service Representative for a new contract Task Order for the United States Geological Survey. The successful candidate will be able to provide support to complete orders, check status of orders, find appropriate products based on customer needs, research and document return issues and provide return instructions, and other sales or customer service type issues. Calls that cannot be handled by the call center will be transferred to an appropriate representative. Additionally, orders and questions will be processed by fax and email communication. JOB RESPONSIBILITIES
  • Work with the Contractor PM to lead the technical planning and requirements gathering phases of the project to include project estimates and deliverables.
  • Provide subject matter expertise to the e.LORS effort concerning functionality of the legacy e.LORS system as it relates to data integration and use of the existing applications and components.
  • Assist the Contractor PM with the plan, design, and development of enhancements to the e.LORS system in support of core organizational functions and business processes.
  • Gather, document, and analyze requirements data in support of business cases, proposed enhancements, and systems requirements.
  • Generate and compile reports based upon findings, complete with probable causes and possible solutions to systems issues.
  • Apply proven communication, analytical, and problem-solving skills to help maximize the benefit of the project.
  • Evaluate user requests for business process automation using the DOL Software Development Lifecycle Model (SDLCM) system model to determine feasibility and technical requirements.
  • Participate in team design meetings, daily scrum meetings, and other development meetings. Responsibilities
    • Strategy & Planning Meet with decision makers, systems owners, and end-users to define business and operations requirements, systems goals, and identify and resolve systems issues.
    • Lead design sessions in prototyping new requirements for the purpose of enhancing business processes, operations, and information process flow.
    • Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging usual functionality of these systems.
    • Identify and establish scope and parameters of systems analysis to define outcome criteria and measure-taking actions. Document the project effort using Jira and Confluence.
      • Acquisition & Deployment Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
      • Conduct research on industry migration best practices to justify recommendations and to support the project efforts.
        • Operational Management Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization.
        • Create system design proposals.
        • Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.
        • Ensure compatibility and interoperability of in-house computing systems.
        • Create systems models, specifications, diagrams, and charts to provide direction to system programmers and customer decision makers.
        • Coordinate and perform in-depth tests, including end-user reviews, for software application enhancements, and other post-implementation support.
        • Provide orientation and training to end-users for the system. Required Experience
          • 7+ years using Agile development methodologies and proven experience in overseeing requirements development, and implementation of software and hardware solutions, systems, or products.
          • 5+ years' proven experience in the operation and analysis of database, software implementation standards, and data retrieval methodologies.
          • 3-5 years' experience developing requirements for client server and web application solutions, including integration capabilities and deployment options.
          • Preferred any certification related to agile methodologies and SCRUM.
          • Experience with implementation and administration of Appian software.
          • Excellent understanding of the organization's goals and objectives.
          • Excellent analytical and creative problem-solving skills.
          • Excellent written and oral communication skills.
          • Ability to communicate ideas in both technical and user-friendly language. Required Education and Certifications
            • Bachelor's degree in Computer Science/Engineering or other relevant discipline. Acceptable substitute would be an advanced degree in the same field and 2 years of experience.
            • Preferred a current Project Management Professional certification (e.g., Project Management Professional (PMP), Agile Certified Practitioner (ACP), Certified Scrum Master (CSM), or comparable). SSi is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action. SSi also prohibits discrimination against individuals with disabilities and will reasonably accommodate applicants with a disability, upon request, and will also ensure reasonable accommodation for employees with a disability. VETS are encouraged to apply. #J-18808-Ljbffr