Business Analyst Level III

Senior Business Analyst

Position Summary

The BizOps Business Analyst serves as a strategic partner across departments, analyzing processes, systems, and data to drive operational efficiency, scalability, and cross-functional alignment. This role identifies gaps in workflows, defines requirements for system improvements, and enables data-driven decision-making across the enterprise. In this role, the Senior Business Analyst will take on greater complexity, autonomy, and responsibility for enterprise-wide initiatives and mentorship of junior team members.

Essential Duties & Responsibilities

• Perform discovery to assist transformation initiatives across the organization.
• Document current-state processes and identify inefficiencies, risks, and system gaps.
• Lead requirements gathering sessions with stakeholders across departments.
• Translate business needs into functional and technical requirements.
• Partner with engineering, CX, finance, and IT teams to implement system improvements.
• Develop basic reporting in collaboration with the BI team and support automation initiatives by identifying opportunities for workflow optimization.
• Conduct root cause analysis and recommend scalable solutions.
• Perform ad hoc data analysis to support discovery efforts and assist decision-making rooted in facts.
• Create and lead business cases and ROI models for operational initiatives.
• Maintain process documentation and governance standards.
• Lead complex, enterprise-wide initiatives with broad discretion and minimal supervision.
• Define analysis standards, governance, and best practices; provides mentorship.
• Influences operational strategy and makes recommendations on process architecture and cross-functional priorities.
• Performs other related duties as assigned.

Required Skills & Competencies

• Foundational process mapping and documentation skills (e.g., Visio, Lucidchart, Miro).
• Ability to gather and document basic business requirements and user stories.
• Strong analytical skills and comfort working with data.
• Strong attention to detail and a willingness to learn.
• Proficiency writing business requirements documents (BRDs) and defining functional and technical requirements.
• Experience partnering cross-functionally with technical and non-technical teams.
• Familiarity with KPIs, performance dashboards, and BI tools (Power BI, Tableau, Snowflake).
• Effective communication and stakeholder-management skills.
• Expert process analysis, root cause analysis, and scalable solution design.
• Experience building business cases and ROI models for operational initiatives.
• Ability to define governance and process-documentation standards.
• Project leadership and mentoring; translating business needs into enterprise solutions.

Education, Experience & Certifications

Required:

• Bachelor’s degree or equivalent experience; 5–7+ years of business analysis, operations, or consulting experience, including cross-functional project delivery. An equivalent combination of education and experience may be considered.

Preferred:

• Experience in SaaS, GovTech, or technology-enabled services organizations.
• Exposure to CRM, ERP, or contact center platforms (e.g., Salesforce, Amazon Connect).
• Experience supporting automation or AI-driven initiatives.
• Familiarity with BI tools (Power BI, Tableau, Snowflake, etc.).

Physical Requirements

This position requires the ability to perform the following, with or without reasonable accommodation:

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional movement about the office and the ability to lift up to 15 pounds.
• Sufficient visual acuity and manual dexterity to operate a computer and standard office equipment.

Work Environment & Travel

This position operates in a professional office environment and follows a standard full-time schedule, with occasional extended hours around cutovers, go-lives and period-end constraints. A hybrid work arrangement may be available in accordance with department and organizational policy.

Work location:

Travel: Up to 10%

Schedule: Standard full-time schedule, with occasional extended hours to support cutovers and critical project milestones. Occasional travel between company locations may be required.