Job Description

Required Skill Competencies

• Prior experience in managing / implementing of any Government Helpline / ICCC / Control and command centre solutions / Call centre projects from consulting.
• Minimum 4 years of experience as Business analyst.
• Minimum ONE Project experience of working with State/ Central Government / PSU
• Proficiency in drafting technical documentation (FRS, SRS, DPR).
• Good communication skills and ability to interact with stakeholders
• Experience in Govt consulting firms, preferably Big 4 consulting firms.
• Candidates with native or working knowledge of Gujarat.

Responsibilities

• Requirement Gathering & Analysis

• Engage with government departments and stakeholders to understand business needs, and objectives.
• Conduct workshops, interviews, and surveys to gather functional and non-functional requirements.
• Translate business needs into actionable technical specifications and user stories.
• Process Mapping & Reengineering

• Analyze existing grievance redressal workflows and identify areas for improvement.
• Design optimized processes that enhance efficiency, transparency, and citizen satisfaction.
• Document AS-IS and TO-BE processes.
• Solution Design & Implementation Support

• Support testing, validation, integration and deployment phases by providing business context and feedback.
• Stakeholder Management
• Assist in Bid process management
• Data Analysis & Reporting

• Monitor system usage, citizen feedback, and performance metrics.
• Generate insights and reports to support decision-making and policy formulation.
• Recommend data-driven enhancements to improve service delivery.
• Documentation & Training

• Prepare comprehensive documentation including BRDs, SRS, user manuals, and training materials.
• Conduct training sessions for government staff and helpline operators to ensure smooth adoption.
• Propose innovative features and enhancements to keep the system relevant and impactful.

Education Qualification

• E/ B. Tech/MCA / MBA from a recognized University, full time regular course preferred.

Location
Ahmedabad, Gujarat

Skills Required