HighPoint Functional Analyst I in Indianapolis, Indiana
Functional Analyst I
This requirement is in the task order stage of the process and each candidate considered will be fully screened by our recruiter and technical team lead and if chosen to proceed in consideration, provisioned a Contingent Offer Letter. This Contingent Offer Letter will need to be reviewed, signed and returned to HighPoint giving us full approval to submit the aligned candidate’s resume to our customer for consideration on this task order.
This position is currently a remote position with the potential to be moved to an office location post pandemic.
HighPoint is looking for a contact center Functional Analyst I that will be responsible for understanding business process management and business reporting and analytics requirements of the client. Very strong technical skills, coupled with business intelligence and a deep understanding of the client's needs so that they can be transformed into application and operational requirements.
KNOWLEDGE AND SKILLS REQUIREMENTS
Strong working relationship and critical thinking skills
Strong analytical skills
Knowledge of methods of developing business process specifications; procedures and methods for testing business functions within systems; producing effective project documentation
Knowledge of Contact center production processes and platforms
Superior analytical and writing skills
Experience in report development and data collection and analysis
Excellent written and verbal communication skills
Ability to use spreadsheet, database, MS Visio, MS Project, and/or reporting software to do analysis
Ability to perform comfortably in a fast-paced, deadline and detailed-oriented work environment
Ability to successfully execute many complex tasks simultaneously
Ability to work as a team member, as well as independently
Working knowledge of SDLC methodologies
Requires advanced knowledge of Microsoft Office Products (Excel, Work, Visio, Access).
Apply strong analytical reasoning to understand end user's requirements and transforms them into operational application, particularly with respect to performance management data.
Acquire deep knowledge of working systems and bring efficient and effective changes for better performance across program.
Extract, analyze, and report data to support program activity and assist in management decision making.
Audit, evaluate, track, and report performance activity for Performance Management and contract compliance purposes (e.g., alignment with the program’s service-level agreements).
Work closely with operations staff to define requirements, test criteria and identify success factors.
Train new hire classes on performance metrics and expectations for performance.
Identify performance coaching needs and work with performance coach and/or deliver coaching, as necessary.
Deliver results after thorough research of functional needs by collaborating and communicating with various stakeholders, both internal and external to the company
Participate in the administration of project and program contract activities
Plan, implement and maintain program and contractual changes
Performs other duties as assigned by management
EDUCATION AND YEARS OF EXPERIENCE REQUIREMENTS
- Bachelor's degree from an accredited college or university and/or 3+ years of experience.
*Equivalent experience will be considered in lieu of degree
ABOUT HIGHPOINT: HighPoint is a growth-oriented firm that provides a unique, differentiated employee culture relative to our Federal market peers. We leverage this growth-oriented and employee-focused culture to attract and retain a higher grade of talent than our peers to be an employer of choice.
HighPoint helps government agencies elevate the citizen experience (CX) by improving the touchpoints through which citizens interact with government. We were founded in 2006 by Ben Lanius with the spirit of transforming how agencies connect with and empower citizens to deliver on mission-critical objectives.
At HighPoint, our focus is on delivering results that matter. We support and modernize our federal customer’s mission critical systems and functions. Agility is at our core: it is the mantra that drives us to succeed. We work quickly, analytically and deliver on agency priorities.
HighPoint is privately held with 300 passionate employees across offices and locations in Indianapolis, Indiana; Baltimore, Maryland; and Herndon, Virginia.
HighPoint Digital, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, sexual orientation, age, religion, national or ethnic origin, disability or veteran status.
HighPoint Digital, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with HighPoint’s legal duty to furnish information.