Business Processes Analyst 2

KeyRoles& Responsibilities: MinimumQualificationsand Experience:

• 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.

• ProjectManagement& 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.

• SolutionDesign,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.

• StakeholderSupport&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.

• CustomerCare 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.

• 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