About this role
Key Roles & Responsibilities:
• 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.
• Project Management & 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.
• Solution Design, 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.
• Stakeholder Support & 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.
• Customer Care 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.
Minimum Qualifications and 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