• Provide data-driven insights and enhance the employee experience by leading workflow optimization • Map current-state workflows across the employee lifecycle, including onboarding, offboarding, and performance cycles • Identify inefficiencies and recommend improvements to processes • Lead cross-functional PX initiatives from intake to execution • Translate requests into structured, testable requirements • Execute clean handoffs when work falls outside PX ownership

• Engage with contact center stakeholders to gather, analyze, and document business and technical requirements, translating operational challenges into scalable solutions within NICE CXone • Configure and support CXone modules including ACD, IVR call flows, omnichannel routing (voice, chat, email, SMS), Workforce Management (WFM), and Quality Management • Design and optimize routing strategies, skill-based distribution, call flows, and SLA logic to improve operational efficiency • Support end-to-end implementation lifecycle including solution design, configuration guidance, SIT, UAT, and go-live support • Validate routing logic, reporting accuracy, integrations, and overall system performance • Monitor and analyze contact center KPIs such as AHT, SLA, FCR, and CSAT to drive performance improvements • Provide actionable insights and recommend process and system enhancements aligned with business goals • Collaborate with technical teams on APIs, integrations, enhancements, and production issue troubleshooting to ensure platform stability

Description Business Systems Analyst (Remote) As a Business Systems Analyst (BSA) at ICF Next, you will utilize your analytical and critical thinking abilities to address client challenges effectively. In this position, you will take ownership of project deliverables, operate in a dynamic and diverse setting, benefit from flexible work arrangements, and receive support from a management team dedicated to your professional development. The role requires advanced analytical and documentation skills within a digital development context, as well as the capacity to prioritize tasks, assume responsibility, manage multiple assignments, and collaborate efficiently in an Agile software development environment. The Work ICF Next provides comprehensive support to federal and state agencies in the development and management of their digital products. Typical engagements include modernization initiatives, operations and maintenance, and the development of new digital products that align with client objectives and goals. Our digital delivery teams specialize in holistic support in the areas of project management, software development, UX/UI design, analytics, content strategy, content management, and product management. These multidisciplinary groups cooperate remotely to accomplish their work in accordance with agency goals. The Business Systems Analyst will work collaboratively to connect these various disciplines through clear and concise communication and support projects with meticulous organizational skills. Responsibilities: - Support the full digital software development cycle, including requirements, research, design, stakeholder engagement, testing, and delivery of user-facing systems. - Gather requirements by conducting interviews (with both internal and external stakeholders), reviewing documents, distributing questionnaires, analyzing business processes, outlining use cases and scenarios, performing business analysis, and examining current systems. - Use a range of methods to document requirements, such as Behavior-Driven Development (BDD) specifications, user stories, acceptance criteria, workflow and United Modeling Language (UML) diagrams, use cases, and guides for users. - Maintain comprehensive requirements traceability documentation and monitor the status of requirements consistently throughout the project lifecycle. - Communicate effectively, both verbally and in writing, with team members and stakeholders who depend on this information to establish system requirements or organizational processes. - Facilitate team meetings to gather, document, refine, and prioritize requirements, design system enhancements, identify action items, and drive user feedback. - Document user experience (UX) design discussions, write requirements in the team’s workspace, and breakdown requirements into user stories in the team’s issue log system. - Conduct diverse testing activities by defining test scenarios and cases, executing test procedures, and thoroughly documenting results. - Work collaboratively with subject matter experts, designers, and user experience researchers within an Agile framework. - Provide recommendations for enhancing internal processes, accompanied by potential solutions. - Collaborate with the Scrum Master and provide support as a backup when necessary. This role is part of our talent pipeline, and while there may not be an immediate opening, we are proactively connecting with qualified candidates for future opportunities. Required Skills and Qualifications: - Bachelor's degree or equivalent experience. - 1+ years of experience in gathering, refining, and prioritizing requirements for digital products. - 1+ years of experience working with cross-functional teams (Engineering, Experience, Delivery, Product Management) to build digital products using an Agile methodology. - Must be able to pass any required background check(s). - Candidate must be a US citizen, reside in the U.S., be authorized to work in the U.S., and all work must be performed in the U.S. per contract requirements. Preferred Qualifications: - Experience working with Drupal-based websites. - Experience with federal or state agency projects. - Proficiency with Atlassian Suite (Jira, Confluence, Trello) or similar applications in support of Agile software delivery. - Scrum Master/Agile certification training. Professional Skills: - Excellent organizational and communication skills with meticulous attention to detail. Ability to follow-through, including the flexibility to perform in an ever-changing work environment. - Strong analytical skills, especially business process analysis and diagraming using tools like Microsoft Visio or Mural. - Experience in the development of technical documentation – requirements specifications, use cases, design specifications, test plans and test scripts, and other supporting system documentation. - Experience with testing software, tracking issues, and working with developers to ensure that requirements are met. - Ability to juggle multiple projects in a fast-paced environment and meet deadlines. Working at ICF ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO policy. We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.  Read more about workplace discrimination rights or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. Candidate AI Usage Policy At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. As part of this commitment, the use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. This policy is in place to maintain the integrity and authenticity of the interview process.  However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at candidateaccommodation@icf.com. We are dedicated to providing the necessary support to ensure that all candidates have an equal opportunity to succeed.   Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position based on full-time employment is: $67,355.00 - $114,503.00 Nationwide Remote Office (US99)

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role offers a high-impact opportunity to influence sales strategy and drive business performance across partner channels. As the Lead Business Analyst, you will partner with senior leaders to provide actionable insights, identify growth opportunities, and support strategic decision-making. You will analyze complex data, monitor key performance indicators, and translate findings into recommendations that enhance productivity and revenue. The position involves leading cross-functional initiatives, guiding the development of operational strategies, and mentoring junior analysts. This role is ideal for a strategic thinker with strong analytical capabilities who thrives in a collaborative, fast-paced environment and wants to shape the organization’s partner sales strategy. - Provide data-driven consultation to stakeholders across Product, Finance, Marketing, Sales, and Customer Success, supporting operational and strategic decisions. - Analyze key performance indicators, identify trends and opportunities, and deliver insights to maximize business impact. - Lead cross-functional programs, projects, and tools to improve partner sales performance and operational efficiency. - Build and maintain relationships with partner sales teams and present strategies, findings, and recommendations to senior executives. - Respond to business requests, conduct root-cause analyses, and propose solutions to complex challenges. - Mentor and support junior analysts, fostering growth and development within the team. Qualifications - 4+ years of experience in sales strategy, revenue operations, or business analysis within a fast-growing organization. - Strong expertise in data visualization tools such as Looker and Tableau; experience with SQL, R, or Python is a plus. - Highly analytical with the ability to convert complex, disorganized data into actionable insights and scalable reporting. - Exceptional communication and collaboration skills, with experience presenting to senior executives and cross-functional teams. - Autonomous, proactive, and innovative, capable of driving projects without step-by-step guidance. - Skilled in defining key metrics, performing analyses, and making data-backed recommendations to influence strategy. - Comfortable in a fast-paced, dynamic environment and adaptable to evolving business needs. Benefits - Competitive salary and performance-based incentives. - Comprehensive healthcare coverage, including medical, dental, and vision. - Generous PTO, holidays, and parental leave. - Retirement programs and education reimbursement opportunities. - Flexible and collaborative work environment, with both remote and in-office engagement. - Professional development, mentorship, and career growth opportunities. - Inclusive culture that values individuality and encourages employees to bring their authentic selves to work.