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).
Valuable 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 cutting-edge features and enhancements to keep the system relevant and impactful.

Education Qualification
E/ B. T

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