Key Roles & Responsibilities:

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.