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).
Positive 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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