CX & Reporting Business Analyst — Remote

Empower AI; United States; Hybride; USD 83 000 - 128 000; Plein temps

Résumé du poste

Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to convert service data and customer feedback into reports, roadmaps, and requirements for an enterprise IT Customer Support Services program supporting a DoW agency. You will work with the Service Management Operations Lead's team to produce the Monthly Customer Support Activity Report, CX Roadmap, and KPI analyses.

The position is hybrid in Quantico, VA (RKB) with remote eligibility and up to 10% travel.

Qualifications

• Bachelor's degree with 3+ years of related IT/business analysis experience.
• Experience eliciting and documenting requirements and creating user stories.
• Proficient in MS Office and creating polished briefing materials.

Responsabilités

• Compile, analyze, and quality-check operation and experience data for monthly/quarterly reports and CX roadmaps.
• Analyze CSAT, CES, and XLAs; document requirements and user stories for CX initiatives.
• Maintain CX Roadmap register and governance briefing materials.
• Elicit and document requirements for new IT capabilities; produce use cases and acceptance criteria.
• Map business processes, perform gap analyses, and evaluate solution options.
• Conduct market research to inform IT artifacts and implementation plans.
• Assemble ITCR Support Package for requests with requirements and briefing materials.
• Prepare metrics and reports for governance boards and program reviews.

Connaissances

Analytical thinking

Requirements gathering

Stakeholder management

Agile/UAT

Communication

Briefing & docs

Formation

Bachelor's degree

Outils

Power BI

ServiceNow

Description du poste

Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to convert service data and customer feedback into reports, roadmaps, and requirements for an enterprise IT Customer Support Services program supporting a DoW agency. You will work with the Service Management Operations Lead's team to produce the Monthly Customer Support Activity Report, CX Roadmap, and KPI analyses.

The position is hybrid in Quantico, VA (RKB) with remote eligibility and up to 10% travel.