Business Analyst/Contact Center
Location: Remote
Required Clearance: Public Trust
Certifications: None
Required Education: Bachelor’s Degree
Required Experience: 5 Years
Description
PingWind is seeking a Business Analyst/Contact Center Specialist to support our Department of Veterans Affairs contract work. The overall work will provide Human Centered Design, Configuration, Development, Integration support for VBA including project management, requirements elaboration, and design for the configuration, development, testing, and deployment for SaaS and PaaS solutions in support of VBA (e.g., Salesforce, ServiceNow, Pega, Microsoft Power Platform).
Responsibilities
• Optimizes Salesforce and other CRM/contact center platforms to streamline patient engagement and automate key workflows
• Provide technical support and guidance to ensure the effective integration of patient engagement technologies within healthcare environments
• Conduct user research and stakeholder engagement to effectively translate business requirements into product vision, strategy, MVP definition.
• Create process and data flow diagrams
• Create a product backlog of well-defined user stories with acceptance criteria
• Be a part of a multidisciplinary agile team to prioritize the work from concept to delivery
• Ensure product value for users with evidence-based decisions and attention to detail
• Define and own product feature roadmap
• Ensure scope of iterations and increments are understood by the team.
• Manage product backlog to focus capacity on highest priority epics and user stories
• Map and track dependencies
• Partner with project leadership to proactively communicate status, priorities, risks, and mitigation strategies for product delivery
• Understand opportunities and constraints across business, technical architecture, and end-user needs
• Proactively engage stakeholders and nurture relationships across the product ecosystem to ensure seamless rollout of new products and features
• Support product rollout including user acceptance testing, development of training materials, and product documentation
Requirements
• 4+ years of industry experience in software development using Agile/scrum frameworks
• 4+ years of experience translating research into features and user stories
• Experience managing all aspects of a product feature from concept to delivery
• Excellent analytical and critical thinking skills
• Ability to obtain a Public Trust clearance
• US Citizen
Preferred Qualifications
• Experience working with the federal government
• PaaS and SaaS product experience, Salesforce preferred
• Experience using Jira for task planning, tracking and documentation needs.
About PingWind
PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cyber security, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is a VA CVE certified Service-Disabled Veteran Owned Small Business (SDVOSB) and SBA HUBZone Certified with offices in Washington DC and Northern Virginia. www.PingWind.com
Our benefits include:
• Paid Federal Holidays
• Robust Health & Dental Insurance Options
• 401k with matching
• Paid vacation and sick leave
• Continuing education assistance
• Short Term / Long Term Disability & Life Insurance
• Employee Assistance Program
• through Sun Life Financial EAP Guidance Resources
Veterans are encouraged to apply
PingWind, Inc. does not discriminate in employment opportunities, terms and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law
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