Role: Business Analyst
Location: Sacramento, CA (Onsite)
Experience: 8+ Years
Role Summary
We need a Business Analyst to understand business requirements, document current and new processes, and prepare training materials for a contact center modernization project for a California government agency.
The candidate will work with business teams, technical teams, agents, and supervisors to understand their needs and help them adapt to the new system.
Need a Business Analyst who has strong documentation and training experience, not just someone who gathers requirements.
Key Responsibilities
Meet with business users, agents, supervisors, and technical teams to understand their requirements.
Document existing processes, new workflows, business rules, and problems.
Prepare business requirements, user stories, acceptance criteria, and process flow diagrams.
Track requirements and ensure they are covered during testing and training.
Follow up with stakeholders to clarify questions and get approvals.
Support User Acceptance Testing (UAT) and collect feedback.
Identify how the new system affects agents, supervisors, administrators, and support teams.
Create user manuals, training guides, quick-reference documents, and training exercises.
Conduct training sessions and help trainers prepare to train other users.
Update documents based on feedback and approved changes.
Maintain proper documentation and prepare handover materials for the support team.
Mandatory Skills
Business Analysis
Requirements Gathering
Workshop Facilitation
Business Process Mapping
User Stories and Acceptance Criteria
Documentation and Reporting
Training Material Development and Delivery
Stakeholder Communication
UAT Support
Knowledge Transfer
Contact Center experience
California government or public-sector project experience
Knowledge Management
Change Management
Experience creating accessible training materials