Business Analyst II

Job TitlePay Range: $29.62hr - $35.40hrRequirements/Must HaveBachelor's degree in Business, Finance, Accounting, Statistics or related field or an equivalent combination of education, training and experience.Demonstrated ability to perform moderately complex quantitative analysis with the ability to gather, document, analyze and draw conclusions on data and information.3-5 years of business-analysis experience supporting complex technology, customer-experience, contact-center, or digital initiatives.Experience with IVR, IVA, chatbots, conversational AI, contact centers, or digital self-service.Working understanding of APIs, relational data, system interfaces, and upstream and downstream dependencies.Experience in data analysis and reporting.Familiarity with SQL or comparable methods for validating relational data.Strong experience eliciting and documenting functional and non-functional requirements.Demonstrated experience documenting business rules, decision logic, process flows, and exception scenarios.Experience developing testable acceptance criteria.Experience producing data mappings, interface requirements, or integration documentation.Experience developing functional, integration, end-to-end, negative, and regression test scenarios.Experience maintaining requirement traceability.Strong defect-documentation and analytical problem-solving skills.Ability to work across multiple journeys or assignments as program priorities change.Strong verbal and written communication skills.Maintain a broad knowledge of current and emerging state-of-the-art computer/network systems technologies, architectures and products.ResponsibilitiesTranslate approved backlog items into clear, traceable, and testable requirements.Analyze business processes, rules, data, system interactions, reporting needs, exceptions, and dependencies to develop requirement packages.Develop end-to-end test scenarios that support implementation and validation of approved capabilities.Own the detailed definition, documentation, traceability, and requirements-based validation of approved IVA backlog items.Review approved backlog items, BRDs, business policies, procedures, and system documentation.Facilitate Client sessions with business, operations, product, technology, analytics, QA, vendors, and SMEs.Identify gaps, conflicts, missing rules, exceptions, and unclear requirements.Escalate unresolved business or product decisions to Product Management.Document business rules, eligibility criteria, validations, calculations, sequencing, and outcomes.Maintain a traceable business rules repository.Expand high-level customer journeys into detailed scenarios including successful, alternate, exception, failure, escalation, and recovery paths.Define data sources, elements, mappings, validations, transformations, and reporting needs.Establish event tracking, metrics, calculations, filters, and reporting logic.Develop detailed, testable acceptance criteria covering success, failure, boundary, alternate, and exception scenarios.Support test execution, validation, defect management, retesting, and closure activities.Analyze defects to determine root causes and route issues to appropriate owners.Validate released capabilities against approved requirements in production.Collaborate with vendors to understand product direction, release strategy, and timeframe.Nice To HaveExperience testing voice or conversational customer experiences.Experience defining analytics events, calculations, dashboards, or operational reports.Experience with customer authentication and enterprise integrations.Experience working with distributed teams or implementation vendors.Experience in a regulated or high-volume customer-service environment.SkillsQuantitative Analysis.Business Analysis.IVR/IVA.Chatbots.Conversational AI.APIs.SQL.Data Mapping.Requirement Traceability.Defect Management.Test Scenario Development.Qualification And EducationBachelor's degree in Business, Finance, Accounting, Statistics or related field.3-5 years of experience in the field of analysis.