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Job Description

Job Description

Contact Center Business Analyst

Job ID 1149527BR Date posted 02/13/2017 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1000 Lowes Boulevard Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0238 - Contact Center Ops Support

The Contact Center Business Analyst is primarily responsible for providing technical support for Contact Center systems and coordinating with various cross-functional business groups to ensure technical issues are identified, reported, escalated, and resolved as well ensuring systems support the day to day Contact Center operations and the strategic vision of the company.Additionally, this position will provide post implementation support for large scale deployments / enhancements for new and existing technologies including support for change management activities where needed.This position will also provide administrative system support ensuring employees have proper credentials and access to information to perform their duties and sensitive customer data is correctly maintained.

The Contact Center Business Analyst is also responsible for identifying business needs, assessing the impact of system or process changes, eliciting and documenting requirements, and providing insight to ensure requirements are translated into workable business solutions.

To accomplish this, the Contact Center Business Analyst must have subject matter expertise of the major technologies used within the customer support contact center and know how they integrate with / impact other applications and business process.This includes the ability to support major systems used by customer support staff, describe rationale behind planned changes to local environment and distinguish between system design and defects or issues. Additionally, this position must be able to apply and communicate troubleshooting techniques, user acceptance testing practices, and have strong communication skills that enable him/her to work with a wide range of people across the Contact Center and other Lowe’s Corporate departments.

The Contact Center Business Analyst works cross-functionally with teams such as IT Support Center, IT Services Delivery, and IT Software Engineering in order to establish understanding and bring resolution to system issues impacting the Contact Center.This position also works with other various cross-functional project teams such as enterprise project teams, Omni-Channel Business Teams,Instructional Designers, Process Designers, etc. to execute user acceptance test (UAT) cases, perform other system performance related tasks to ensure a solution meets the needs of the department, aid in the development of training and process design for Contact Center employees.

Essential Responsibilities:

Provides Contact Center subject matter expertise on related system issues by acquiring and maintaining a deep understanding of how current omni-channel capabilities and Contact Center specific applications are used and how they integrate with other applications and impact business process; compiling examples of issues, applying troubleshooting techniques, and determining if reported issues are legitimate system defects as opposed to user knowledge gaps; working closely with stakeholders and appropriate IT teams to identify potential issues that may be causing a particular problem and generating a solution; representing the Contact Center in discussions related to system outages and multi-user issues,assessing impacts of system changes; communicating and escalating user problems as appropriate; working with the training and process improvement departments to document system workflows and workarounds

Performs system administrator responsibilities by maintaining understanding of the roles in the Contact Center and which systems each roles use and need access; provides system credentials and grants access to specific Contact Center applications; performs system maintenance tasks associated with handling sensitive customer data;

Participates in user acceptance testing (UAT) on behalf of the Contact Center by creating and reviewing test scripts and providing feedback regarding accuracy and system capabilities; executing test scripts and reporting defects or other issues; mentoring others new to testing responsibilities

Supports the evolution of applications, systems, and / or processes to a desired future state by understanding of how current processes impact business operations and having knowledge of longer term strategic goals of the Contact Center; assisting in the mapping of current state against future state processes to identify gaps and opportunities for system enhancements or efficiencies; proactively evaluating system performance and recommending improvements

Supports system implementations by providing post-implementation support to Contact Center stakeholders and end users; performing functionality tests to identify defects or shortcomings; escalating problems as appropriate

Core Responsibilities:

Seeks performance feedback to understand strengths and opportunities; pursues self-development opportunities; adapts to and learns from work challenges and organizational change; remains open to ideas from others and encourages others to share ideas; shares lessons learned with coworkers; provides occasional mentoring to team members; recognizes and celebrates good work of others

Required Minimum Qualifications:

Bachelor’s Degree in Business, Information Technology or related field and 2 years of systems support experience in a retail environment OR 3 years of experience in systems support in a retail environment

2 years of experience influencing others without formal responsibility

2 years of experience with Microsoft Office applications such as Word, Excel, Outlook, PowerPoint, VISIO

2 years of experience working cross-functionally

2 years of experience working with management level positions in a retail environment

2 years of experience testing or troubleshooting systems

2 years of experience working in a cross-functional project team

1 year of experience managing multiple projects simultaneously

Preferred Qualifications:

2 years of experience supporting systems and tools in a Contact Center environment

1 year of experience coordinating system testing efforts (UAT)

Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2015 sales of $59.1 billion, Lowe’s has more than 2,355 home improvement and hardware stores and 285,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.


Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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