Business Systems Analyst
Zenith System Solutions · Remote · remote · Posted 41d ago
About a minute. You'll make an account on the way through.
About this role
- Gather, analyze, and document business requirements for new or improved systems.
- Analyze data to identify insights, improve data quality, and support business decisions.
- Support the integration of different systems and platforms.
- Identify opportunities to improve and streamline business processes.
- Collaborate with IT, Operations, and business stakeholders.
- Create process flows, reports, and system documentation.
- Provide system support, troubleshoot issues, and help resolve defects.
- Define and validate customer intents, routing rules, escalation paths, queue logic, and handoffs.
- Document requirements for web, mobile app, SMS-to-chat, email, campaign, QR code, and external intent entry points.
- Support direct-to-agent and authenticated self-service experiences.
- Customer Experience Platform: Support omnichannel contact center transformation across IVR, chat, virtual agents, agent desktop, intent recognition, self-service, routing, reporting, and customer support.
- Intent Recognition Routing: Define and validate customer intents, routing rules, escalation paths, queue logic, and system handoffs.
- Chat Self-Service Digital Entry Points: Document requirements for web, mobile app, SMS-to-chat, email, campaign, QR code, and external intent entry points.
- Business Acumen: Understand business objectives and connect requirements to customer experience, revenue, operational efficiency, risk reduction, and strategic outcomes.
- Systems Thinking: Analyze end-to-end impacts across platforms, teams, integrations, data flows, and operational processes.
- Technical Curiosity: Understand system behavior, ask relevant questions, challenge assumptions, and communicate effectively between business and technology teams.
- Stakeholder Management: Lead working sessions, gather requirements from different stakeholders, manage priorities, and drive alignment.
- Critical Thinking: Break down complex requirements, identify root causes, evaluate options, and recommend practical solutions.
- Backlog Prioritization: Create structured Jira epics, features, and user stories, support grooming, and prioritize work based on value, risk, dependencies, and readiness.
- Operational Readiness: Consider training, communications, reporting, support procedures, compliance, launch readiness, and post-production support.
- AI Automation: Use AI responsibly for requirements discovery, process mapping, documentation, gap identification, and quality checks.
- Ownership Execution: Work independently, track decisions and action items, follow up on open questions, and maintain quality deliverables.
- Intellectual Curiosity: Challenge incomplete requirements, identify hidden dependencies, and look for smarter ways to solve business problems.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
About Zenith System Solutions
Zenith System Solutions
IT Services & Consulting
201-500
employees
1997
29 years old
Toronto
Canada
₹8.9L PA avg
Avg at Zenith System Solutions
About
Zenith System Solutions is an IT software and services-driven provider for telecom and financial services companies. We are committed to providing advanced integrated solutions that facilitate and add value to our long-term customers.
With over 200 experts worldwide, we offer a full spectrum of custom software services, including fixed-price projects, capacity, and talent augmentation. We specialize in business-critical, growth–enabling domains such as 5G , BSS/OSS, ,IoT, Data and AI, Cloud Digital transformations, integration and automation .
Our value proposition:
✓ 25 years of Telecommunications experience
✓ 200+ veteran experts, with an average of 10+ years' tenure
✓ 1st-time right recruiting
✓ Long-term customer relationships with a high level of satisfaction
✓ Multiple flexible engagement models to support customer needs
✓ Cost-effective integrated solutions, leveraging innovation, automation, and our IPs
✓ Global presence with on-shore, near-shore and offshore capabilities
✓ Deliver High-Quality and results driven services.
The combination of our vertical expertise and years of experience, proprietary tools, and advanced methodologies ensures the success of our customers and supports their business needs.
Industries
Employee ratings
10 reviews
Culture
1.7
Career growth
1.8
Work-life
1.8
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