Business Analyst (Contract) – Contact Center & Service Management
Contract (Leawood/Kansas City, KS) or Fully Remote (Central/Eastern Time Zones)
We are seeking an experienced Business Analyst to support a high‑impact Contact Center and Service Management initiative for a well‑established organization in a growth and transformation phase. This contract role sits within an Enterprise Applications team and partners closely with business stakeholders, external development vendors, and internal engineering teams.
This is a high‑autonomy, low‑bureaucracy environment where ownership, proactive communication, and system‑level curiosity are critical to success.
What You’ll Do
- Jira & Backlog Management (≈40%)
- Write, refine, and groom user stories and acceptance criteria
- Manage epics, features, and stories within a Kanban/Agile framework
- Participate in PI planning and maintain board hygiene
- Stakeholder Collaboration (≈30%)
- Facilitate working sessions to gather and clarify requirements
- Translate business needs into clear, technical stories
- Conduct demos and walkthroughs back to business partners
- Vendor & Engineering Coordination (≈20%)
- Act as the liaison between external development partners and internal engineering
- Support architectural review and approval workflows
- Ensure alignment across teams and timelines
- Process Optimization & Team Support (≈10–15%)
- Participate in team syncs and continuous improvement efforts
- Occasionally support after‑hours production deployments or hypercare (rotational and rare)
Required Qualifications (Must‑Have)
- ServiceNow expertise with deep, behind‑the‑scenes knowledge
- (e.g., workflow logic, inbound email action rules, parent/child ticket relationships, omnichannel self‑service)Surface‑level familiarity is not sufficient for this role
- Jira proficiency, including user story writing, backlog grooming, and Agile/SAFe practices
- Exceptional communication skills — able to proactively drive updates, close loops, and quarterback information across multiple stakeholders
- Customer‑centric mindset with empathy for front‑line teams handling high ticket volumes
Nice‑to‑Have Experience
- Additional ticketing or CRM platforms (Zendesk, Salesforce, Genesys, HubSpot)
- Contact center platforms (Five9 strongly preferred)
- Exposure to AI, automation, or intelligent workflow initiatives
- Prior experience in a contact center or adjacent environment
What Makes You Successful Here
- Proactive and accountable — stakeholders never have to chase you for updates
- Comfortable working independently with minimal oversight
- Adaptable and able to pivot quickly as priorities evolve
- Naturally inquisitive — you dig into systems beyond surface functionality
