Key Roles & Responsibilities:

Business Analysis & Stakeholder Engagement
- Partner with stakeholders to understand business challenges, objectives, and operational requirements.
- Gather, analyze, document, and validate business and functional requirements.
- Facilitate workshops, interviews, and discussions to gather insights and requirements.
- Develop business cases and solution recommendations to address identified gaps.
- Act as the primary point of contact between business users and project teams.
Process Improvement
- Analyze current business processes and identify opportunities for optimization and automation.
- Map existing and future state processes using process flow methodologies.
- Recommend improvements that enhance efficiency, service quality, and customer experience.
- Support continuous improvement initiatives and operational excellence programs.
- Estimate effort, cost, timelines, and dependencies for viable solutions, and provide recommendations based on technical and economic feasibility.
- Monitor and evaluate process performance and recommend corrective actions where necessary.
Project Management & Delivery
- Support end-to-end project delivery, from concept through implementation.
- Manage project deliverables, milestones, and timelines.
- Coordinate activities among business stakeholders, vendors, and technical teams.
- Monitor project risks, issues, dependencies, and action plans.
- Support deployment, rollout, and post-implementation activities.

Testing & Quality Assurance
- Develop test plans, test cases, and acceptance criteria.
- Conduct functional, integration, system, and user acceptance testing.
- Troubleshoot and resolve solution defects and system issues.
- Ensure solutions meet business requirements and quality standards before deployment.
- Support business users during testing and deployment activities.
Solution Design, Feasibility & Development
- Translate business problems and opportunities into solution approaches, architecture, and experimentation plans.
- Design and develop business solutions that address operational and customer care requirements.
- Evaluate the technical feasibility, scalability, and viability of proposed use cases, ensuring alignment with enterprise standards for architecture, privacy, and security.
- Build and maintain applications, workflows, automation tools, reports, and dashboards using approved platforms and technologies.
- Configure and customize systems to meet business needs.
- Develop low-code/no-code solutions using platforms such as Microsoft Power Platform.
- Create system integrations and automated data flows where applicable.
- Perform enhancements and ongoing optimization of existing solutions.
- Ensure solutions are scalable, maintainable, secure, and aligned with organizational standards.
- Maintain technical and functional documentation for all developed solutions.
Stakeholder Support & Change Management

Advise stakeholders on solution options and improvements.
- Provide training, demonstrations, and user guides.
- Gather feedback and support ongoing enhancements.
- Drive user adoption and effective use of implemented solutions.
Customer Care Transformation
- Support strategic customer care transformation programs.
- Drive initiatives that improve customer satisfaction and service delivery performance.
- Collaborate with operational teams to enhance customer journey experiences.
- Identify innovative solutions that improve employee and customer experience.

Minimum Qualifications and Experience:

Bachelor's Degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field.
- Certification in Business Analysis, Project Management, Agile, Lean Six Sigma, or Microsoft Power Platform is an advantage.
- Strong understanding of business processes, digital transformation, and customer service operations.
- Proficiency in Microsoft 365 applications.
- Experience in Business Analysis, Process Improvement, Project Management, Solution Delivery, or related functions.
- Experience gathering and documenting business requirements.
- Experience supporting end-to-end project implementation.
- Experience working with cross-functional stakeholders and business users.
- Experience in dashboarding, reporting, workflow automation, or business applications.

Desired Skills: Power BI, SQL, Microsoft Power Platform (Power Apps & Power Automate), SharePoint Online, Microsoft 365 Applications, Azure DevOps, Jira, or similar tools

Core Competencies:

Collaboration & Stakeholder Management
- Communication & Influencing
- Analytical Thinking
- Problem Solving
- Business Acumen
- Customer Focus
- Project Execution
- Innovation & Continuous Improvement

Business Processes Analyst 2

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