Role: Business Systems Analyst

Working Location: Remote

Employment Type: Full-time

Experience: 2–4 years of experience as a Business Analyst.

Education: Bachelor’s degree in a relevant field

Role Overview

We are looking for a Business Systems Analyst to gather and analyze business requirements, improve processes, support system integration, and work closely with business and technology teams to deliver effective solutions.

Job Duties and Responsibilities

• Gather, analyze, and document business requirements for new or improved systems.
• Analyze data to identify insights, improve data quality, and support business decisions.
• Support the integration of different systems and platforms.
• Identify opportunities to improve and streamline business processes.
• Collaborate with IT, Operations, and business stakeholders.
• Create process flows, reports, and system documentation.
• Provide system support, troubleshoot issues, and help resolve defects.
• Define and validate customer intents, routing rules, escalation paths, queue logic, and handoffs.
• Document requirements for web, mobile app, SMS-to-chat, email, campaign, QR code, and external intent entry points.
• Support direct-to-agent and authenticated self-service experiences.

Common Focus Areas

• Customer Experience Platform: Support omnichannel contact center transformation across IVR, chat, virtual agents, agent desktop, intent recognition, self-service, routing, reporting, and customer support.
• Intent Recognition & Routing: Define and validate customer intents, routing rules, escalation paths, queue logic, and system handoffs.
• Chat Self-Service & Digital Entry Points: Document requirements for web, mobile app, SMS-to-chat, email, campaign, QR code, and external intent entry points.

Required Skills

• Business Acumen: Understand business objectives and connect requirements to customer experience, revenue, operational efficiency, risk reduction, and strategic outcomes.
• Systems Thinking: Analyze end-to-end impacts across platforms, teams, integrations, data flows, and operational processes.
• Technical Curiosity: Understand system behavior, ask relevant questions, challenge assumptions, and communicate effectively between business and technology teams.
• Stakeholder Management: Lead working sessions, gather requirements from different stakeholders, manage priorities, and drive alignment.
• Critical Thinking: Break down complex requirements, identify root causes, evaluate options, and recommend practical solutions.
• Backlog & Prioritization: Create structured Jira epics, features, and user stories, support grooming, and prioritize work based on value, risk, dependencies, and readiness.
• Operational Readiness: Consider training, communications, reporting, support procedures, compliance, launch readiness, and post-production support.
• AI & Automation: Use AI responsibly for requirements discovery, process mapping, documentation, gap identification, and quality checks.
• Ownership & Execution: Work independently, track decisions and action items, follow up on open questions, and maintain quality deliverables.
• Intellectual Curiosity: Challenge incomplete requirements, identify hidden dependencies, and look for smarter ways to solve business problems.