Business Analyst Level II

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.