Senior Analyst - Business Systems Analysis

Responsibilities

• Product Operations Strategy Support: Support the Product Manager in managing product roadmaps, transformation priorities, enhancement requests, and operational initiatives.
• Assist with product governance, prioritization, tracking, and executive-level status updates.
• Maintain visibility into open risks, dependencies, action items, business feedback, and delivery timelines.
• Partner with Product Owners, Operations, GTS, and business stakeholders to align technology capabilities with business needs.
• Support preparation of business cases, decision documents, leadership updates, and product performance summaries.
• Translate business objectives into actionable requirements, reporting needs, and measurable outcomes.
• Data Analytics, Reporting
• Develop, maintain, and enhance reporting across operational, service, adoption, quality, workforce, customer experience, and financial performance measures.
• Use Power BI, PureInsights, SQL, Salesforce reporting, Genesys reporting, and Applied Epic data to analyze trends, performance gaps, adoption, and operational opportunities.
• Translate complex data into actionable insights for leadership, operations, and cross-functional stakeholders.
• Build dashboards, scorecards, recurring reports, and ad hoc analyses to support decision-making.
• Validate data accuracy, identify reporting gaps, and work with technical teams to improve data quality.
• Monitor performance trends and highlight opportunities to improve customer experience, productivity, service levels, and operational efficiency.
• Business Analysis Requirements Management
• Gather, document, and validate business requirements for platform enhancements, reporting needs, workflow changes, and transformation initiatives.
• Create business requirements documents, user stories, acceptance criteria, process flows, test scenarios, and stakeholder summaries.
• Support UAT planning, coordination, test script development, issue tracking, and business validation.
• Partner with Product Owners and technical teams to ensure requirements are clear, complete, and aligned to business objectives.
• Track enhancement requests, defects, risks, and improvement opportunities through ServiceNow, SharePoint lists, Power Automate, and related intake processes.
• Support intake, triage, prioritization, and governance of product-related requests.
• Cross-Functional Stakeholder Engagement
• Serve as a liaison between the Product Manager, Product Owners, Operations, GTS, Salesforce teams, Genesys teams, Reporting, Workforce Management, CX, and transformation partners.
• Coordinate working sessions, discovery meetings, solution reviews, UAT discussions, and governance updates.
• Capture decisions, follow-ups, risks, and required actions to ensure accountability across stakeholders.
• Support communication efforts related to new functionality, process changes, reporting updates, and platform improvements.
• Help ensure business teams understand technology changes, impacts, timelines, and required actions.
• Build trusted relationships across business and technical teams to improve alignment and execution.
• Platform Systems Support
• Partner with Product Owners and GTS on platform changes, integrations, defects, and enhancements.
• Monitor data flow, reporting outputs, process impacts, and operational adoption across systems.
• Support integration-related discovery and validation between Genesys, Salesforce, CX Cloud, Applied Epic, DMS, and reporting tools.
• Identify system gaps, user pain points, process issues, and improvement opportunities.
• Process Improvement Transformation Support
• Support business transformation initiatives by documenting current-state processes, future-state workflows, gaps, risks, and stakeholder impacts.
• Identify process improvement opportunities using operational data, stakeholder feedback, and platform performance analysis.
• Partner with Operations and Product Owners to recommend improvements that enhance service delivery, productivity, data accuracy, and user experience.
• Support rollout planning, readiness activities, adoption tracking, and post-implementation validation.
• Help ensure platform enhancements and process changes are operationally sustainable and aligned with business priorities.
• Documentation, Governance Compliance
• Create and maintain SOPs, process flows, reporting definitions, data dictionaries, business rules, job aids, and governance materials.
• Maintain product trackers, enhancement logs, issue registers, action item lists, RAID logs, and decision logs.
• Support audit readiness by ensuring documentation, approvals, testing evidence, and reporting definitions are accurate and current.
• Ensure data integrity across dashboards, reports, workflows, and operational tools.
• Support communication of standards, processes, and expectations to business users and stakeholders.

Qualifications

• Strong analytical skills with the ability to interpret business, operational, and technology data.
• Experience developing dashboards, reports, scorecards, or executive summaries.
• Ability to gather requirements and translate business needs into clear documentation.
• Strong communication skills with the ability to work across business and technical teams.
• Experience supporting system enhancements, UAT, implementation, or transformation initiatives.
• Ability to manage multiple priorities, track deliverables, and drive follow-up across stakeholders.
• Strong problem-solving skills and attention to detail.
• Ability to work independently while keeping the Product Manager informed of risks, decisions, and progress.
• Preferred Technical Experience: Power BI dashboard development and report consumption.
• SQL querying and data validation.
• Salesforce reporting and business support.
• Genesys Cloud reporting, queues, routing, and operational support.
• PureInsights reporting and analytics.
• Applied Epic operational data familiarity.
• ServiceNow intake, enhancement, incident, or request processes.
• Power Automate workflow development or support.
• Experience with DMS platforms or document management workflows.
• Experience supporting CRM, contact center, workflow, or enterprise integration platforms.

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.