Business Analyst, AI Workflows

About the Role

The Business Analyst, AI Workflows is an integrator role within Global IT's Project Management Office, focusing on AI-enabled efficiency as a key strategic initiative. This position sits inside IT PMO, partners across Platform, Engineering, Applications, Support, HR, and Finance, and is accountable for translating ECI's AI strategy into a real portfolio of measurable, shipped automations that serve customers and teams. The role combines workflow discovery, hands-on build, and phased delivery to ensure lasting value from AI transformation.

Key Focus Areas

• Workflow Discovery & Analysis (Business Analyst): Inventory ECI's highest-effort manual workflows end-to-end, capture tribal knowledge, and sort workflows into deterministic automation, agent-handled judgment, or humans-only work.
• Hands-On Build (Builder): Implement automations directly using low-code, no-code, and agentic AI tooling (e.g., Salesforce Flow, internal AI platforms, light scripting) to translate specifications into running solutions.
• Phased Delivery & Measurement (Project Manager): Run each automation through a disciplined sandbox-to-production progression with human-in-the-loop checkpoints and own the measurement story against ECI's AI workflow commitments.

Responsibilities

As a Business Analyst

• Map current-state workflows end-to-end across IT, Support, Finance, HR, and Engineering, including exceptions and undocumented decision points.
• Conduct working sessions with process owners and frontline staff to capture tribal knowledge and convert it into rules, decision logic, and automation-ready instructions.
• Gather requirements and write clear specifications that include success metrics, failure modes, and human-in-the-loop checkpoints for safe rollout.
• Apply a triage methodology to categorize workflows (deterministic automation, agent-handled judgment, or humans-only) and document rationale for auditable decisions.
• Establish and maintain baseline measurements for ECI's AI workflow commitments to ensure progress is reported on real data.
• Build the candidate-workflow portfolio using evaluation criteria: frequency, repeatability of decisions, context spread across systems, and measurable pain.

As a Builder

• Implement automations directly in Salesforce Flow, low-code/no-code platforms (e.g., Power Automate, Zapier-class tools, internal Abacus capabilities), and emerging agentic AI tooling.
• Write light scripting (Python, JavaScript, SQL) and integrate across SaaS systems via REST APIs and webhooks where no-code tooling is insufficient.
• Configure agent guardrails, evaluation prompts, and feedback loops to design for graceful failure when agents are uncertain.
• Partner with Platform Engineering and Application teams to ship integrations safely on top of existing systems (e.g., Salesforce, Vonage, Workday, JSM) without forcing migrations.
• Build instrumentation (logging, dashboards, drift detection) to prove automation effectiveness and compare shadow-mode vs. production performance.
• Maintain a clean, documented build inventory to enable handoffs, audits, or rollbacks without relying on tribal knowledge.

As a Project Manager

• Run workflows through a phased delivery model: sandbox build, shadow mode (agent observes, humans decide), supervised production (agent acts, humans review), and steady state.
• Enforce human-in-the-loop discipline at every phase boundary; no automation advances without measured evidence and owner sign-off.
• Own regular progress reporting on AI workflow delivery, including shipped workflows, measured impact, and quarterly forecasts.
• Coordinate with technical resources when AI workflows intersect active initiatives (e.g., M&A integrations, platform consolidations, compliance projects).
• Partner with process owners to land automations with end-users, ensuring they are the success criteria, not downstream consumers.
• Maintain a single source of truth for the workflow portfolio (status, phase, baseline, measurements, next checkpoints) and surface it to IT leadership on a recurring cadence.

Requirements

• 5+ years of combined experience spanning business analysis, automation or low-code implementation, and project/program management, with expertise in at least two of these areas.
• Demonstrated ability to map cross-functional workflows end-to-end, including exceptions and undocumented decision points, and produce actionable specifications.
• Hands-on experience building automations in at least two of: Salesforce Flow, Power Automate, n8n, Zapier-class platforms, Claude Code, or comparable low-code tooling.
• Direct experience shipping an automation or AI workflow to production with measured before-and-after comparisons (not just UAT pilots).
• Disciplined project cadence: writes and runs status updates, enforces phase gates, measures outcomes against commitments, and communicates risks early.
• Strong communication skills to explain workflows, measurements, and tradeoffs to both engineering and executive audiences.
• Comfort working across SaaS systems and integrating them via APIs; ability to read documentation and prototype integrations without waiting for engineering support.

Preferred Qualifications

• Experience with Salesforce administration and Salesforce Flow at scale.
• Hands-on work with agentic AI tooling (e.g., LLM-backed assistants, Salesforce Agentforce, internal copilots, MCP-style integrations), including operational guardrails, evaluation, and failure modes.
• SQL fluency; light Python or JavaScript scripting; familiarity with REST APIs and webhooks.
• Familiarity with ITIL service-management practices or PMP-style project disciplines.
• Prior experience in a serial-acquirer or multi-business-unit software company, where workflows differ meaningfully between units.

12-Month Outcomes

• A complete, prioritized inventory of ECI's highest-effort manual workflows (completed in the first 3 months).
• A defensible baseline measurement methodology for AI workflow delivery, approved by IT leadership.
• 6–8 workflows live in shadow mode with instrumented before-and-after metrics.
• 4+ workflows live in supervised production with measured manual-effort reduction against baseline.
• A quarterly report to IT leadership accounting for AI workflow delivery: what shipped, its impact, and next steps.

What This Role Is NOT

• Not a strategy-only consultant; deliverables are working automations, not slide decks.
• Not a pure Business Analyst who writes specs and hands off; the same person maps workflows and builds the first version of automations.
• Not a backend software engineer; the role uses low-code, no-code, and agentic platforms by design.
• Not a Project Manager running ceremonies; delivery (phase gates, measurement, shipped workflows) is the focus, not status meetings.

Schedule

Occasional domestic travel (up to ~10%) for working sessions with process owners and IT leadership.

About the Company

ECI supports the entrepreneurial spirit and profitable growth of small and medium-sized businesses. The culture is built on four core values: Crave Greatness, Own the Outcome, Deliver Awesome, Embrace Community.