Business Analyst 2

These are Remote based positions with a preference for someone in EST as there will be collaboration with peers in Europe and India. The role will start as a 4 month engagement and could extend up to 18 months.

This is an exciting opportunity to join a global technology leader, partnering with Aquent, to make a significant impact on how millions of users interact with support solutions. You will play a pivotal role in shaping the future of user experience and operational efficiency, directly contributing to the success of a dynamic team that is building and deploying cutting-edge support tools and platforms. This role offers the chance to work in a leading-edge support environment with a supportive team, where your contributions will directly enhance user satisfaction and streamline critical operations.

Our client is a leading global technology company dedicated to empowering individuals and organizations through innovative solutions. They are committed to excellence and user-centric development, constantly pushing the boundaries of what's possible. As a partner with Aquent, you will contribute to a team focused on providing essential support tools and technology for a global support business, developing and deploying new solutions that agents and delivery managers rely on daily.

We are seeking skilled professionals for two distinct but related roles, both focused on enhancing our support operations. You will be instrumental in ensuring that our support platforms are robust, user-friendly, and continuously improving. Your work will directly influence the quality of support provided globally, making a tangible difference in how users experience our services.

Key Responsibilities

Candidates will align with one of two critical areas:

Role 1: User Feedback & Resolution Specialist

• Monitor and review user feedback submitted daily.
• Collaborate with Subject Matter Experts (SMEs) to investigate issues and identify underlying causes.
• Classify feedback into appropriate categories and assign ownership to relevant teams or individuals.
• Track assigned items, follow up on progress, and ensure timely resolution of issues.
• Generate comprehensive reports on feedback trends and resolution status.

Role 2: Knowledge Management & Content Strategist

• Build out and document knowledge management requirements to support organizational knowledge-sharing objectives.
• Collaborate with internal and external stakeholders to align knowledge management initiatives with business needs.
• Manage overall knowledge management strategy progress in partnership with the Knowledge Management Lead, ensuring milestones are achieved.
• Provide regular updates on project status, risks, and outcomes to leadership and stakeholders.
• Work closely with Project Managers to ensure knowledge management activities are integrated into broader project plans.
• Own and execute User Acceptance Testing (UAT) processes, validating knowledge management solutions and ensuring readiness for deployment.

Both roles offer opportunities to collaborate across diverse teams, innovate in problem-solving, and contribute to the strategic direction of support operations. Your insights and dedication will be crucial in maintaining high standards of service and continuous improvement.

Must-Have Qualifications

• 2-4 years of overall experience in a relevant analytical or operational role.
• Minimum 2 years experience with data analysis in PowerBI
• Minimum 2 years experience with Excel, Word, PowerPoint
• Minimum 2 years experience with working with and presenting data to stakeholders
• Demonstrated experience working within a large, complex organization.
• Proven ability to present data and information effectively to key stakeholders and leadership.

Nice-to-Have Qualifications

• Experience building reports and custom dashboards in business intelligence platforms.
• Technical acumen to identify potential issues in solutions or content updates, discerning between process, content, or technical root causes.
• Strong analytical and problem-solving skills.
• Effective communication and collaboration skills when working with Subject Matter Experts (SMEs) and technical teams.
• Exceptional attention to detail in categorization and tracking.
• Ability to manage multiple feedback items or content initiatives simultaneously.
• Proficiency in reporting and presenting findings to leadership.
• Ability to engage and influence diverse stakeholders.
• Analytical mindset with a focus on detail in requirements gathering and testing.
• Clear communication and reporting skills.
• Strong project management and organizational skills.

About Aquent Talent

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.