Analyst - Innovation and Solutions III

Job Title: Analyst - Innovation and Solutions III

Location: Chicago, IL

Employment Type: Contract

About Us:

 DMV IT Service LLC is a trusted IT consulting firm, established in 2020. We specialize in optimizing IT infrastructure, providing expert guidance, and supporting workforce needs with top-tier staffing services. Our expertise spans system administration, cybersecurity, networking, and IT operations. We empower our clients to achieve their technology goals with a client-focused approach that includes online training and job placements, fostering long-term IT success.

Job Purpose:

We are seeking a dynamic and detail-oriented Analyst - Innovation and Solutions III to support the development and deployment of projects that improve contact center operations and agent tools. This role is responsible for analyzing existing workflows, identifying improvement opportunities, and supporting the implementation of scalable solutions that enhance both the employee and customer experience across the service journey—from booking to post-travel assistance.

Key Responsibilities

• Collaborate with stakeholders across departments to support initiatives that improve the agent experience and customer satisfaction.
• Design and recommend practical, user-centric solutions to streamline contact center processes.
• Analyze current workflows and identify inefficiencies to recommend actionable improvements.
• Create and maintain documentation of both current-state and future-state business processes.
• Support test planning and execution for new tools and process enhancements.
• Monitor and manage timelines, project deliverables, and resource allocations.
• Deliver regular updates on project progress to leadership and contribute to executive-level presentations.
• Spend time in contact center environments to understand operational challenges and align priorities.
• Coordinate with training, change management, and communications teams to develop support materials for project implementation.

Travel

• Some travel may be required to support field engagement and project deployment.

Required Knowledge & Skills

Required:

• Strong research skills and ability to gather and define business requirements.
• Excellent written and verbal communication abilities.
• Proficient with Microsoft Office and strong analytical thinking.
• Ability to adapt in a fast-paced, ever-changing environment and work through ambiguity.
• Solid business acumen and cross-functional collaboration experience.

Preferred:

• Prior experience with project planning and execution.
• Familiarity with Agile tools such as Azure DevOps, Jira, or similar platforms.

Education & Background

Required:

• Bachelor’s degree or equivalent relevant work experience.

Experience

Required:

• Minimum 2 years of experience in airline customer service and/or project management.
• 1–2 years of experience working in Agile or Scrum-based environments.