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 creative features and enhancements to keep the system relevant and impactful.

Education Qualification
- E/ B. T

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