Business Analyst Lead

Overview

The Business Analyst Lead is responsible for leading and managing the business analysis activities for complex projects, including Zendesk Implementations and Custom Development for Web and App. This role requires a strong understanding of business processes, requirements gathering techniques, and data analysis to ensure successful project delivery.

• Lead and manage a team of Business Analysts.
• Elicit, analyze, and document business requirements for complex projects.
• Facilitate workshops, interviews, and other requirements gathering sessions.
• Develop and maintain business process models and documentation.
• Conduct data analysis and prepare reports to support business decisions.
• Ensure successful project delivery by effectively communicating requirements to development teams.
• Drive continuous improvement in business analysis processes and methodologies.

Key Responsibilities

• Requirements Gathering & Analysis:
• Participate in requirements gathering sessions, including workshops, interviews, and document reviews.
• Assist senior analysts in eliciting, analyzing, and documenting business requirements.
• Document user stories, use cases, and acceptance criteria.
• Conduct research and data gathering to support requirements analysis.
• Business Process Modeling & Documentation:
• Assist in the development and maintenance of business process models.
• Contribute to the creation and maintenance of system requirements specifications and other relevant documentation.
• Ensure that documentation is clear, concise, and accurate.
• Data Analysis & Reporting:
• Assist in data analysis activities as required.
• Prepare reports and presentations as directed by senior analysts.
• Project Collaboration:
• Collaborate effectively with project managers, developers, testers, and other stakeholders.
• Communicate effectively and proactively with project team members.
• Team Management & Mentoring:
• Lead and mentor a team of Business Analysts.
• Provide guidance and support to team members on business analysis techniques and methodologies.
• Conduct performance reviews and provide feedback to team members
• Process Improvement:
• Assist in the identification and implementation of process improvements.
• Stay abreast of industry best practices and emerging trends in business analysis.

Qualifications

• Bachelor’s Computer Science, Information Technology, Engineering, or a related field.
• Proven experience (5+ years preferred) in solution architecture or a similar technical leadership role within the relevant domain (e.g., Zendesk, Salesforce, Genesys, Software Development, or Data Analytics).
• Strong track record of successfully designing and implementing complex solutions in enterprise environments.
• Exceptional problem-solving skills and the ability to handle high-stakes escalations under pressure.
• Experience delivering technical training or workshops; a passion for mentoring others is a plus.
• Excellent communication skills (verbal and written), with the ability to convey complex ideas to both technical and non-technical audiences.

Key Competencies & Skills

• Leadership: Ability to lead and inspire a diverse team of project managers toward achieving organizational goals.
• Analytical Thinking: Strong ability to assess project data, identify risks, and implement effective solutions.
• Adaptability: Proven capacity to handle fast-paced, evolving environments with multiple projects and shifting priorities.
• Collaboration: Strong interpersonal skills for effective cross-functional and client-facing interactions.
• Continuous Learning: Enthusiasm for staying updated with the latest technologies, trends, and best practices in the field.