• Collect business requirements through stakeholder interviews and workshops across multiple functions (Service, Field Service, Operations, Finance, etc.). • Capture and document AS-IS business processes and identify stakeholder needs. • Define business outcomes, KPIs, and measurable acceptance criteria. • Maintain clear documentation of business requirements and process flows. • Collaborate with stakeholders and solution teams to design Salesforce solutions aligned with business processes. • Define Salesforce data requirements, including fields, validation rules, picklists, and record types. • Define reporting and analytics requirements, including dashboards and operational reports. • Translate business needs into clear, well-structured user stories with acceptance criteria. • Partner with Solution Owners and stakeholders to prioritize and manage the backlog. • Manage dependencies and clarify scope boundaries throughout delivery. • Maintain requirements traceability across design, testing, and deployment phases. • Support testing activities to ensure solutions meet business requirements. • Assist with data migration activities. • Support training preparation and go-live activities. • Contribute to business and technical documentation as required.

• Collaborate with the Product Owner and business stakeholders to define the project charter, vision, and roadmap • Develop, refine, and maintain the product backlog, including epics, features, and user stories • Coordinate and support the delivery of new features for Contact Center Operations and Technology Enablement • Ensure alignment between business requirements and platform capabilities (Genesys Cloud and Dynamics 365) • Act as a bridge between technical teams and business stakeholders, ensuring clear communication and transparency • Provide guidance and support to development teams to ensure successful delivery • Track and report on project progress, risks, and issues • Manage and resolve ServiceNow tickets, including Level 1 support for contact center agents and leadership within the Genesys Cloud telephony environment

Description Business Systems Analyst Position Summary Trust Consulting Services Inc. is seeking a Business System Analyst to support our client, the Defense Logistics Agency. Expert in particular business processes, responsible for formulating systems scope and objectives relative to the organization’s business plan and industry requirements. A person in this role acts as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems. Requirements Minimum Qualifications - Must have experience working with: - DoD Lifecycle management. - DoD 5000.1, 5000.2 and Guidebook. - Planning, Programming, Budget, and Execution (PPBE). - ARIS system engineering tool. - Experience with format when preparing reports for Defense Acquisition - Executive Summary (DAES) OSD, and Defense Acquisition Management Information - Retrieval (DAMIR) System - Four (4) years relevant experience. - Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC) - Relevant certification from a nationally recognized authority. Physical & Environmental Requirements - Remote Pay Rate $47 per hour Benefits Eligible employees may enroll in the available medical, dental, and vision coverage plans. Trust also offers a 401K plan in addition to voluntary Life, Accident, Short-Term Disability and long-term disability coverages. About Trust Consulting Services Trust Consulting Services, Inc. is a certified SDVOSB company specializing in Information Technology Products & Services, Business Strategy Solutions, Facilities Management, Physical Security, and Strategic Intelligence Services in support of state, local and federal agencies. Our core values - Innovation, Trust, Results, and Client-Centricity are the foundations of Trust. These values guide our decisions and ensure we deliver exceptional service that helps our clients succeed in the digital age. All qualified applicants are welcomed and encouraged to apply.

Job Title Business Analyst About OX The Office of Experience (OX) is a full-service digital agency helping companies excel at every moment of interface they have with their customers. OX’s human-centered philosophy and multidisciplinary approach integrate strategy, design and technology to help organizations reinvent their business and rapidly bring new experiences, products and messages to market. In an era of unprecedented disruption, OX is built to transform. Position Description The Office of Experience Business Analyst will be a highly self-motivated and self-directed team member with the ability to work in a constantly changing environment. They will have a proven analytical background that is logical and efficient with keen attention to detail. They will have an exceptional ability to recommend solutions that are reasonable, actionable, and cost-effective including the ability to properly gauge requirements. The Business Analyst will be able to fulfill multiple roles while identifying, improving, and developing solutions that drive client’s strategic goals. Responsibilities & Duties - Drive conversation between several functions with client & agency including: Business Leaders, IT, Design, UX to gather needed information to produce Business Requirements to support a product vision - Understand high level technical architecture and help identify gaps between existing systems and what will be needed for a successful product - Translate business requirements into user stories - Work closely with UX/UI and agency dev teams to ensure designs and builds are aligned to user stories and that all functional teams have the information they need to build/design in a timely fashion - Work closely with QA teams to ensure proper testing - Manage user acceptance testing and business related training with the client - Maintain all feature planning and backlog documentation - Maintain all action logs between client and agency teams Required Experience - 2-4+ years of BA or Product Management experience - Must have experience with JIRA + Confluence - Proven experience working in an agency or consulting environment, demonstrating the ability to manage multiple client projects, deliver high-quality results, and adapt to diverse business needs and industries - Experience working with UX, Product Design and Development teams - Experience working closely with various business teams to define requirements - Experience working with and presenting work to client stakeholders - Understanding of different tools and ways to tease out the right information needed for requirements definition through process flows for users, systems and client workflows - Be process-oriented, but more importantly have the ability to be flexible and change process when needed - Ability to work within an agile environment - Experience leading remote teams - Experience working in B2B - Experience with working with enterprise level and smaller technologies - Mobile and/or Web app project experience Location - Chicago-based - Hybrid schedule (1–2 days/week in office); fully remote setup considered for local candidates available for in-person client meetings as needed