BUSINESS ANALYST (Voice Services Avaya Project)

SUMMARY

Strong Voice Services Business Analyst to support Enterprise Phone System Replacement (EPSR) project. This role will work closely with the project team, Voice Services, technical resources, vendors, and business stakeholders to support planning, documentation, testing, training, and deployment activities for the new Avaya phone system. Some activities will be performed by vendor resources, with the Business Analyst helping ensure work is completed according to the correct process and project standards. Other activities may be performed directly by the Business Analyst when vendor resources are unavailable, limited, or otherwise constrained.

RESPONSIBILITIES

• Gather and document business requirements by meeting with business stakeholders, department contacts, and end users.
• Assess and document current telecommunications environments, including phone inventory, assigned numbers, device locations, phone configurations, and current-state workflows
• Analyze, validate, and maintain project data using spreadsheets and other tracking tools to support planning, implementation, and deployment readiness
• Partner closely with the Lead Telecom Analyst and Voice Services team to communicate findings, clarify requirements, and support implementation decisions
• Assist with planning and validating new phone system deployments to ensure the solution meets business and operational needs
• Support configuration and programming activities for Avaya phones as part of the new phone system implementation
• Perform User Acceptance Testing (UAT) prior to deployment to validate phone functionality, call flows, business requirements, and end-user readiness
• Troubleshoot and help resolve issues identified during implementation, testing, cutover, and First Day of Business support
• Create and maintain phone directories for multiple business locations
• Develop and maintain project documentation, including implementation materials, training documentation, user guides, issue logs, and related project artifacts
• Provide or support end-user training on new phone systems and related processes to help ensure a smooth transition
• Support cutover activities and First Day of Business support by assisting end users, documenting issues, and coordinating resolution with the appropriate technical teams
• Participate in cross-functional meetings with business users, technical teams, vendors, and project stakeholders.
• Identify inconsistencies, gaps, or issues in collected data and collaborate with the appropriate teams to resolve them
• Track project progress, maintain accurate documentation, and support ongoing implementation activities throughout the project lifecycle
• REQUIRED
• Experience with Avaya phone systems or similar enterprise telephony platforms is required
• Strong business analysis skills, including requirements gathering, process documentation, data validation, and stakeholder communication
• Experience supporting telecommunications, voice services, infrastructure, or enterprise technology implementation projects.
• Strong spreadsheet and data-management skills, including the ability to analyze, reconcile, and maintain detailed project tracking information
• Ability to work directly with clinical, operational, and technical stakeholders in a fast-paced healthcare environment
• Strong attention to detail, organization, follow-through, and communication skills.