UCM Business Analyst — SQL, BRDs & UAT (Hybrid)

Eliassen Group; Charlotte (NC); Hybrid; USD 76,000 - 81,000; Full time

Job summary

Eliassen Group in Charlotte, NC seeks a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application for call center operations.

The role collects business requirements, performs JSON configuration, writes SQL to inform prioritization, and conducts testing from unit to UAT. Hybrid 4/1 in Charlotte, with a W2 benefits package and career growth opportunities.

Qualifications

• 2+ years of hands-on configuration experience for business applications.
• Proficiency writing and executing SQL.
• Experience authoring BRDs and technical specification documents.
• Experience planning and executing UAT with test scripts.

Responsibilities

• Gather, write, and secure approval of BRDs for UCM enhancements.
• Perform hands-on configuration of the UCM tool using JSON without developer handoff.
• Write and execute SQL queries to quantify impact and support prioritization.
• Create test scripts, perform unit and UAT testing, and validate outcomes.
• Deploy approved configurations and monitor production post-release.
• Collaborate with stakeholders to refine scope, acceptance criteria, and timelines.
• Translate high-level business needs into technical specifications and documentation.
• Manage JIRA tickets with clear traceability from request to release.

Skills

SQL

BRD writing

UAT testing

Stakeholder communication

Education

Bachelor's degree

Tools

JIRA

Salesforce

Job description

Eliassen Group in Charlotte, NC seeks a Business Analyst, Call Center Technology: UCM App Team to support the Unified Case Management application for call center operations.

The role collects business requirements, performs JSON configuration, writes SQL to inform prioritization, and conducts testing from unit to UAT. Hybrid 4/1 in Charlotte, with a W2 benefits package and career growth opportunities.