FBS - Business Analyst II

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

We are looking for a highly motivated Business Analyst II to serve as a key liaison between business stakeholders and technology teams supporting AI-driven initiatives within Contact Center and Agent Services. This role is responsible for understanding business objectives, gathering and analyzing requirements, evaluating process impacts, and helping translate business needs into scalable technology solutions.

The ideal candidate combines strong business acumen, process improvement expertise, and exceptional communication skills to drive projects from concept to implementation.

Key Responsibilities

• Partner with business stakeholders to understand strategic objectives, operational challenges, and business requirements.
• Gather, analyze, and document functional and business requirements for technology and AI initiatives.
• Map current-state processes and identify opportunities for improvement and automation.
• Translate business needs into clear requirements for IT, engineering teams, and external vendors.
• Conduct impact analyses related to process, system, and operational changes.
• Support AI initiatives through planning, testing, implementation, training, and adoption activities.
• Collaborate closely with Project Managers to track timelines, dependencies, and project deliverables.
• Facilitate communication between business and technical teams to ensure successful project execution.
• Monitor project outcomes and ensure solutions align with business goals.
• Mentor junior Business Analysts on project-related activities when appropriate.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Technology, Engineering, or a related field.
• Experience gathering, analyzing, and documenting business requirements.
• Strong understanding of business process analysis and process mapping.
• Experience collaborating with technical teams to deliver technology solutions.
• Excellent stakeholder management and communication skills.
• Strong organizational skills with the ability to manage multiple priorities and timelines.
• Demonstrated ability to understand projects from initial concept through implementation.
• Strong analytical thinking, problem-solving, and attention to detail.

Preferred Qualifications

• Experience supporting Contact Center operations.
• Exposure to Artificial Intelligence (AI) or Generative AI solutions.
• Experience working with customer service technologies and business process transformation initiatives.
• Experience collaborating with external vendors and cross-functional teams.
• Knowledge of Agile project environments.

What Success Looks Like

• Successfully identifies and documents business requirements for AI and technology initiatives.
• Builds strong relationships with stakeholders and technical teams.
• Delivers clear, actionable requirements that support successful project execution.
• Identifies process improvement opportunities that drive measurable business value.
• Supports the successful deployment and adoption of AI-enabled solutions.
• Contributes to projects that improve Contact Center and Agent Service operations.

Ideal Candidate

The ideal candidate is a curious, detail-oriented Business Analyst who enjoys understanding how businesses operate and identifying opportunities to improve processes through technology. They are comfortable working with diverse stakeholders, managing competing priorities, and driving projects from discovery through implementation while maintaining a strong focus on business outcomes.

Skills and Capabilites

Other Critical Skills

Data-Driven Decision Making - Intermediate Business Requirements Gathering & Analysis - Advanced Impact Analysis - Advanced Stakeholder Management - Advanced Process Improvement (Six Sigma/Lean) - Intermediate AI/Process Transformation Knowledge - Intermediate AI/Process Transformation Knowledge - Intermediate Insurance Domain Knowledge - Intermediate Test Planning & UAT Support - Intermediate

Software / Tool Skills

Office Suite - Advanced SharePoint - Intermediate Microsoft Copilot Studio (agent creation) SQL - Entry Level process mapping - Intermediate Contact Center Platforms - Intermediate

Competitive compensation and benefits package:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

Note: Benefits differ based on employee level.

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuati