CX Business Analyst II

DatamanUSA is looking for a CX Business Analyst II for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.

Job Details:

Job Title: CX Business Analyst II

Location: Honolulu, HI

Duration: 12 months

Responsibilities:-

*) Elicit, document, and validate business requirements for intake, triage, escalation, case management, reporting, and service workflows.

*) Analyze call trends, abandonment rates, handling time, disposition patterns, and service outcomes using source data and operational dashboards.

*) Map current-state and future-state workflows spanning Google CES CCaaS / CCAIP, ServiceNow, and dependent business processes.

*) Define reporting requirements, KPIs, and business rules that support BigQuery data modeling and Looker dashboard development.

*) Support testing, training, and implementation readiness by translating business needs into clear user stories, acceptance criteria, and process documentation.

*) Review customer interaction documentation and process outputs to identify opportunities for improvement.

*) Direct analysis of call trends, workflow requirements, reporting needs, and business process changes across operational and project teams.

*) Coordinate current-state and future-state design efforts for intake, triage, escalation, case management, and reporting processes.

*) Oversee KPI definition, data requirements, and business validation inputs for BigQuery and Looker deliverables.

*) Guide business analysis work products, including user stories, process flows, gap analyses, and testing support materials.

*) Present high-level findings, recommendations, and business impacts to management and stakeholders.

*) Define overall testing strategy, test phases, entry and exit criteria, and defect management approach for business, system, integration, and user acceptance testing.

*) Coordinate testing across Google CES CCaaS / CCAIP call flows, ServiceNow workflows, BigQuery data validation, and Looker dashboard acceptance.

*) Manage test planning, resource assignments, defect triage, retesting, and reporting of test progress and quality risks.

*) Ensure traceability between requirements, test scenarios, defects, and release decisions.

*) Develop and execute test scripts for call flows, case workflows, routing rules, integrations, reports, and user-facing functions.

*) Record test results, evidence, and defects with sufficient detail to support triage and remediation.

*) Validate fixes across Google CES CCaaS / CCAIP, ServiceNow, BigQuery-derived outputs, and Looker dashboards as applicable.

*) Support UAT coordination and confirm that approved business requirements are reflected in final solutions.