Business Analyst

We are looking for a Business Analyst to support customer service operations and drive process improvements for a long-term contract opportunity based in Houston, Texas. This role will focus on evaluating business needs, reviewing documentation for accuracy and completeness, and partnering with cross-functional teams to translate operational goals into practical solutions. The ideal candidate brings strong analytical thinking, experience in call center environments, and the ability to contribute effectively within Agile Scrum teams.

Responsibilities:
• Gather and analyze business needs from stakeholders to define clear functional objectives and support informed decision-making.
• Examine customer service workflows and identify opportunities to improve efficiency, service quality, and overall operational performance.
• Review business and process documentation to ensure accuracy, consistency, and alignment with project and compliance standards.
• Conduct gap analyses to compare current operations with desired outcomes and recommend practical solutions to close identified gaps.
• Collaborate with product owners, operations teams, and technical partners to clarify requirements and support successful delivery within Agile Scrum frameworks.
• Create and maintain detailed business requirements, process maps, and supporting artifacts that guide project execution and stakeholder alignment.
• Participate in backlog refinement, sprint planning, and other Agile ceremonies to help prioritize work and validate business value.
• Support initiatives involving operational or system-related changes by assessing impacts, documenting needs, and helping teams prepare for implementation.• Demonstrated experience in business analysis, including requirements gathering, process evaluation, and solution documentation.
• Background supporting call center or customer service operations with an understanding of related workflows and performance considerations.
• Ability to perform detailed document reviews and produce clear, accurate, and organized business materials.
• Working knowledge of Agile Scrum methodologies and experience collaborating within iterative delivery environments.
• Experience conducting gap analysis and translating findings into actionable recommendations.
• Strong communication and stakeholder management skills with the ability to work across business and technical teams.
• Proficiency in organizing priorities, managing multiple tasks, and maintaining attention to detail in a fast-paced setting.