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 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: