Functionally designing sound, consistent and efficient IT solutions for the business active in contact centers and customer interaction domain.

Main responsibilities

  • Person will perform analysis of:
    • Existing business processes
    • Desired future business processes
    • Break-down in functional and non-functional requirements
    • Data (structures/models) supporting the above processes
  • Person will perform methodological and detailed examinations of the as-is situation, document these and formulate solutions for to-be
  • Person will produce documentation deliverables of business, functional and non-functional analysis
  • Person will assist in solution definition and selection
  • Person will (also) QC analysis of deliverables produced by other analysts
  • Person will identify issues in ongoing analysis projects, take ownership of issues and ensure resolution
  • Person will identify business risks
  • Person works with data analysts and technical specialists; person will ensure knowledge transfer from analysis domain to technical domain
  • Person will assist in development of test scenarios & assist users in testing
  • Person will assist in preparation of training material for users
  • Person will assist in preparation of change management communication & material
  • Person will assist in functional testing
  • Person will coach jr analysts



  • Higher education or equivalent by experience.



  • Worked in different projects or environments
  • Experience as Functional analyst, Business analyst or similar
  • Strong experience in projects involving Contact Center applications and organisations
  • Experience in projects involving knowledge management applications
  • Knowledge of different analysis techniques (Use cases, scenario building, …)
  • Knowledge of different notations and methodologies BPMN, UML,
  • Broad experience with different kind of technologies, including relational databases
  • Experience with data cleaning



  • Strong IT affinity
  • Good communicator (including external parties)
  • Methodical, thorough and detail oriented working approach
  • Diplomatic and patient in dealing with people.
  • Pro-active mindset, strong problem solving techniques, hands-on, organized
  • Flexibility in work schedule and execution of tasks
  • Stress resistant
  • Able to chase information and people
  • Able to build consensus between different stakeholders and user groups



Trilingual (Dutch, French and English)

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DMO Functional/Business Analyst
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