Analyst - Innovation and Solutions III

Job Title: Analyst - Innovation and Solutions III
Location: Chicago, IL-Hybrid
Employment Type: Full-Time
Travel: Some travel may be required

About Us:
DMV IT Service LLC is a trusted IT consulting firm, delivering tailored solutions to businesses and individuals since 2020. We specialize in optimizing IT infrastructure, providing expert guidance, and supporting workforce needs with top-tier staffing services. Our consulting expertise spans system administration, cybersecurity, networking, and IT operations, empowering clients to achieve their technology goals. With a client-focused approach, we also offer online training and job placements to build long-term IT success.

Job Overview:
We are seeking a Analyst - Innovation and Solutions for our Contact Center to support the development and implementation of solutions aimed at enhancing the employee experience and driving customer satisfaction. This role requires working collaboratively across the organization, including operational teams in the field, to ensure projects and initiatives are executable by frontline teams.

Requirements

• Collaboratively support key projects that enhance the Contact Center experience for both employees and customers.
• Design and deliver innovative solutions while considering practical limitations.
• Conduct in-depth analysis of existing business processes to identify efficiency gains and improvement areas.
• Map out current and future state processes, providing a clear vision for potential enhancements.
• Manage project timelines and budget commitments effectively.
• Support the testing strategy for new processes and tools.
• Provide regular status updates to leadership and contribute to the development of executive-level presentations.
• Regularly engage with field operations to understand operational needs and ensure alignment of project priorities.
• Collaborate with training, change management, and communications teams to develop materials that support project updates and deployments.

Knowledge:

• Required: Proficient in research and requirement creation.

Skills/Abilities:

• Required: Strong verbal and written communication skills, proficiency in Microsoft Office, analytical skills, agility in managing ambiguity, adaptability to change, and strong business acumen.
• Preferred: Demonstrated project planning and execution, proficiency with Azure DevOps, Jira, or other agile work management tools.

Experience:

• Required: 2+ years of airline customer service experience and/or project management experience, 1-2 years of Agile/Scrum experience.