Description:
We're looking for a Business Systems Analyst who thrives on solving complex business challenges, improving customer experiences, and driving operational efficiency through technology.
In this role, you'll collaborate with cross-functional teams, analyze business processes and data, gather requirements, and support the implementation and optimization of critical systems. You'll play a key role in transforming customer experience platforms and enhancing digital service capabilities.
What You'll Do
- Gather, analyze, and document business and system requirements for new initiatives and enhancements.
- Partner with stakeholders across IT, Operations, Product, and Business teams to identify opportunities for process and system improvements.
- Analyze data to uncover insights, improve data quality, and support strategic decision-making.
- Create business process flows, functional documentation, reports, user stories, and system requirements.
- Support system integrations and ensure seamless interactions across multiple platforms.
- Troubleshoot issues, support defect resolution, and contribute to operational excellence.
- Drive backlog refinement, prioritization activities, and requirements management in Agile environments.
Key Focus Areas
- Customer Experience Platforms (Google CES / CEP)
- AI-Powered Contact Center Transformation
- Omnichannel Customer Journeys
- Intent Recognition & Intelligent Routing
- Virtual Agents, Self-Service, and Digital Channels
- Chat, Mobile, SMS, Email, and Agent Experience Optimization
What We're Looking For
- Strong business analysis and requirements gathering capabilities
- Data analysis and problem-solving expertise
- Systems thinking with an understanding of integrations, data flows, and operational processes
- Excellent stakeholder management and facilitation skills
- Ability to translate business needs into technology solutions
- Experience creating Jira Epics, Features, User Stories, and Backlog Prioritization
- Process improvement and operational efficiency mindset
- Strong documentation and communication skills
- Interest in AI, automation, and customer experience technologies
Preferred Experience
- Bachelor's degree in Business, Information Systems, Technology, or a related field
- 2-4 years of experience as a Business Analyst, Business Systems Analyst, or similar role
- Experience supporting customer experience, digital transformation, contact center, telecoms, or enterprise technology initiatives is a plus