PMO Business Analyst

RESPONSIBILITIES:
Kforce is immediately seeking an experienced PMO Business Analyst in support of our enterprise telecommunications and mass media client based in Stamford, CT.

Job Summary:

We are seeking a Project Manager with strong Business Analyst capabilities to support Chat (IVA) and digital self-service initiatives within the Customer Experience organization. This hybrid PMO / Business Analyst role combines structured project governance with detailed requirements development and data-driven analysis. The contractor will ensure initiatives are clearly defined, properly scoped, aligned to business objectives, and delivered successfully across cross-functional teams and vendor partners.

Responsibilities:

* Lead chat (IVA) and digital messaging initiatives from discovery through launch

* Develop and maintain detailed project plans including dependencies, risks, and sequencing

* Facilitate Agile ceremonies including sprint planning and retrospectives

* Provide structured, executive-ready status reporting

* Ensure alignment to strategic priorities and measurable cost-reduction goals

* Lead structured discovery sessions to clarify business objectives

* Develop BRDs, functional requirements, user stories, and acceptance criteria

* Document current-state and future-state workflows

* Perform gap analysis to identify root causes

* Ensure documentation is complete and engineering ready

* Analyze containment, deflection, escalation, and CSAT metrics

* Partner with analytics to define success metrics

* Support business case development tied to cost savings

* Validate initiative performance post-deployment

REQUIREMENTS:

* Bachelor's degree or equivalent work experience

* 3+ years of project management and/or business analysis experience

* Experience writing BRDs, user stories, and workflow documentation

* Experience managing timelines, risks, and dependencies

* Familiarity with chat platforms and digital self-service technologies

* Experience with Agile/Scrum environments

* Strong written and verbal communication skills

Preferred Qualifications:

* Experience supporting call-reduction or cost-savings initiatives.

* Familiarity with APIs and conversational AI frameworks.

* Experience working with third-party vendors.

* PMP, Agile, or Scrum certification preferred.
90-Day Deliverables & Performance Expectations

First 30 Days:

* Develop working knowledge of active chat initiatives and roadmap

* Establish governance cadence with stakeholders and vendors

* Assess quality of existing documentation and identify gaps

By Day 60:

* Independently manage 1-2 chat initiatives

* Produce structured BRDs and user stories requiring minimal revision

* Provide executive-ready status updates

By Day 90:

* Demonstrate end-to-end ownership of assigned initiatives

* Improve documentation standards and reporting clarity

* Provide data-backed recommendations tied to containment improvement

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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