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Job #: TR-662773
Location: Indianapolis, IN
Category: Business Systems Analysis
Schedule (FT/PT): Full time
Travel Required: No
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Civil

Job Description:
No two career paths will ever look the same. At Leidos, we know the most talented and diverse IT and engineering professionals will always have a multitude of career choices; your time at Leidos will be a wise investment in your career and in yourself. We welcome your perspective and ideas, in order to foster collaboration and deliver world-class solutions.

We look for solutions that not only transform businesses, but change the world. When you join Leidos, you join a Fortune 500 company and one of Ethisphere Institute's "World's Most Ethical Companies"

Leidos is looking for an experienced IT business analyst/project manager who will support multiple federal agency contact center programs. Position will be located in Indianapolis, Indiana. Job duties will include:

• Responsible for meeting with internal program managers and customers to analyze and understand program requirements, customer goals and future needs.
• Responsible for managing contact center modernization projects, working in conjunction with other IT and management staff.
• Responsible for proactively suggesting and delivering continuous improvements by analyzing existing business operations and identifying technical solutions that will improve efficiency/performance.
• Responsible for improving contact center efficiency and customer service.

LeadGen
LeadGenPM
Required Skills:

- 10 years of experience working in a contact center environment
- 5 - 7 years of experience analyzing business needs, managing IT projects, and implementing contact center solutions
- 3 years of business and data analysis using tools such as Microsoft Excel
- Strong knowledge of contact center technologies and solutions such as:
• PBX
• ACD
• IVR
• CTI
• CRM
• WFM
• Call Recording/Quality Monitoring
• Performance Management
• eLearning
- Ability to professionally interact with external customers to probe for and understand agency mission needs

Preferred Skills:

- PMP Certification
- Experience providing technical management and leadership in contact center environments with 150+ customer service representatives
- Strong knowledge/experience with the following contact center technologies and solutions:
- Microsoft Dynamics and/or Salesforce CRM
- Cloud-hosted contact center platforms
- Text/Speech Analytics
- Artificial Intelligence/Virtual Assistants

Typically requires BS and 4 - 8 years of prior relevant experience or Masters with 2 - 6 years of prior relevant experience.

External Referral Bonus:
Ineligible

Potential for Telework:
No

Clearance Level Required:
Public Trust

Travel:
No

Scheduled Weekly Hours:
40

Shift:
Day

Requisition Category:
Professional

Job Family:
Business Systems Analysis

2000

Civil
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 31,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.17 billion for the fiscal year ended December 29, 2017. (NYSE: LDOS) All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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