Business Analyst

Location: Washington, DC
ERPi is currently seeking a full-time Business Analyst to provide onsite support at our Washington, DC site.

The Role:
ERPi has been awarded a contract with the Department of Veterans Affairs (VA) to provide Business Architect and Analyst (BAs) support in a highly collaborative, multi-contractor environment.  The program was established to provide on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner through a multi-channel virtual self-service and call center processing framework. This framework is aimed at enabling clients to find uniform information about VA’s benefits and services regardless of the access channel used to complete their transactions with VA. It allows for quick identification of Veterans without having to repeat information and will allow Veterans seamless access to multiple VA service lines.
This program supports enterprise programs and applications to include VA Call Centers, VA Contact Centers, CRM Enterprise Platform Support systems and integrations, Knowledge Management, Telephony implementations and enhancements, Interactive Voice Recognition (IVR), and self-service capabilities. The BA will join a larger project team and aid in supporting the VA business customer throughout the software development lifecycle (SDLC) by leveraging industry best practices. The BA performs tasks which structure the enterprise in terms of its governance structure, business processes, and business information; aligns strategic goals and objectives with decisions regarding products and services, partners and suppliers, organization, capabilities, and key business and IT initiatives. Specific tasks may include:
  • Facilitate the elicitation of business requirements and document in designated format
  • Capture the tactical and strategic enterprise goals that provide traceability through the organization and are mapped to metrics that provide ongoing governance
  • Define the set of strategic, core and support processes that transcend functional and organizational boundaries
  • Identify external entities such as customers, suppliers, and external systems that interact with the business and describe which people, resources and controls are involved in the processes
  • Capture the relationships among roles, capabilities and business units, the decomposition of those business units into subunits, and the internal or external management of those units
  • Load and management requirements in Rational Tools and ensure traceability.
Required Skills and Experience:
We are looking for a Business Analyst with more than 6 years of proven BA expertise and experience in support of medium to large scale IT transformation projects, providing strategic and advisory consulting services at the executive, operating and field level, preferably in the healthcare vertical and in call/contact center environments.  Required skills and experiences include:
  • Bachelor’s Degree and 6 years of BA experience in support of system or software development
  • Experience writing requirements
  • Experience supporting or participating in requirements planning, facilitation, and decomposition
  • Experience with developing business process models and workflow diagrams
  • Ability to diagram and analyze current (as-is) state of a business operation, and to develop a future template (to-be) business process model
  • Demonstrated analytical skills
  • Excellent communication and presentation skills (oral and written)
  • Ability to successfully work on multiple projects concurrently (e.g. prioritize work as needed, work with multiple teams and stakeholder groups, etc.)
  • Ability to work on-site daily in Washington, DC without regularly scheduled telework
  • Ability to obtain a Public Trust clearance
Desired Skills and Experience:
  • Experience writing requirements as Epics, Sub-Epics and User Stories
  • Ability to build and validate multiple workflow and process diagrams, define routing of cases, escalation of cases according to Service Level Agreement (SLA) guidelines, closing cases, defining notifications, integrations, text analytics, and dashboards and reports for each user   group
  • Experience supporting data projects that impact customer experience (data migrations, data mapping, data/metrics consolidation, etc.) that are found in phone systems, phone carriers, IVR systems, case management tools and call center tools is a plus
  • Experience with IBM Rational ClearQuest and the IBM Rational Toolset is highly desired
  • Experience supporting VA and other federal agency
  • Experience with telecommunications, call center and/or Customer Relationship Management (CRM) solutions is desired
  • Experience with Agile software development projects is a plus
  • Experience supporting Lean Six Sigma (LSS) projects is a plus
Clearance: Public Trust
ERPi, a Service-Disabled Veteran Owned Small Business (SVDOSB) specializing in management consulting for the federal government (  ERPi is undergoing a period of significant growth and offers talented candidates a chance to perform project management, strategic planning, process improvement, quality management, data analysis, and human capital planning on some of the Federal government’s largest and most complex business challenges. Our work environment is highly entrepreneurial and is staffed with some of the brightest and most capable technical and management consultants in the industry.  ERPi’s compensation and benefits plan are designed to attract and retain the industry’s most capable professionals and executives. We offer tuition reimbursement for selected graduate schools, 401(k) profit sharing, awards to recognize exceptional performance immediately, customized health plans, and charitable donation matching, in addition to competitive base salaries.
EEO Statement:
It has been and will continue to be a fundamental policy of ERPi not to discriminate on the basis of race, color, religion, sex, gender, sexual orientation, gender identity or expression, pregnancy, parental status, marital status, citizenship, national origin, age, disability, genetic information, military status, veteran status, or any other protected category with respect to recruitment, hiring, training, promotion, and other terms and conditions of employment.
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