Business Systems Analyst III
Role Overview
This position involves reviewing, analyzing, and evaluating information technology systems operations. The role serves as the primary point of contact between users and the engineering/development staff, working to determine user needs and recommend system improvements. The successful candidate will support the process of translating business needs into formal technical requirement deliverables.
Responsibilities
- Conduct Customer Experience discovery and lead stakeholder workshops.
- Perform system analysis and cross-platform comparisons, including gap and capability matrices.
- Develop and maintain business and functional requirements documentation.
- Identify, document, report, and track system issues.
- Lead customer journey analysis and requirements definition for merger activities impacting IVR and IVA platforms.
Required Qualifications
- 5-10 years of experience as a Business Analyst, Technical BA, or Product Analyst on Digital IVR & IVA platforms.
- Proficiency in CX journey analysis, gap assessment, and business requirements definition.
- Strong SQL skills with exposure to GenAI and LLM technologies.
- Experience designing or supporting conversational IVR/IVA solutions.
Work Environment
The team owns the end-to-end customer experience for conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms, serving over 30 million customers. The team is reimagining the customer experience using AI-driven self-service. This role supports merger and integration initiatives focused on unifying customer journeys to deliver a seamless and scalable experience.