Business Analyst II

Business Analyst (Fraud Operations & ServiceNow Process Design)

We are seeking an experienced Business Analyst to lead requirements gathering, process design, workflow documentation, and solution planning for a fraud case management and logging initiative. This role will focus on defining business requirements, creating wireframes and process flows, and supporting the design of a future-state solution in ServiceNow.

This is a highly collaborative role that partners with business stakeholders and subject matter experts to transform operational processes into clear, build-ready specifications. The ideal candidate has strong business analysis skills, experience documenting complex workflows, and the ability to translate business needs into functional requirements and user-focused designs.

Key Responsibilities

• Requirements & Process Analysis
• Facilitate workshops, interviews, and working sessions with business stakeholders to gather and document functional, process, and data requirements.
• Analyze current-state operations and design future-state workflows that improve efficiency and user experience.
• Develop user stories, business requirements, acceptance criteria, and functional specifications.
• Define data requirements, validation rules, status logic, reporting needs, and business processes.

• Workflow Design & Documentation
• Create process maps, workflow diagrams, and supporting documentation for end-to-end operational processes.
• Document roles, responsibilities, decision points, escalations, service levels, and control requirements.
• Produce clear, audit-ready documentation to support implementation and operational adoption.

• Wireframing & Solution Design
• Create screen mockups, wireframes, and annotated specifications using tools such as Figma, Lucidchart, Visio, Balsamiq, or similar.
• Define field-level requirements, business rules, required and conditional fields, and user interactions.
• Partner with technical teams to ensure requirements are complete and ready for development.

• Data Analysis & Migration Planning
• Analyze and validate datasets using Excel and other reporting tools.
• Profile legacy data sources and define source-to-target data mappings.
• Document migration requirements, data quality standards, cleansing rules, and validation criteria.
• Support data reconciliation and migration planning activities.

• Testing & Business Readiness
• Assist with User Acceptance Testing (UAT) planning and execution.
• Develop test scenarios, test scripts, and validation criteria.
• Create job aids, process guides, and end-user training materials.
• Support organizational readiness and user adoption efforts.

Required Qualifications

• 5+ years of Business Analyst experience supporting system implementations, process improvements, or workflow transformation projects.
• Strong experience gathering and documenting business and functional requirements.
• Proven ability to create wireframes, mockups, and build-ready specifications.
• Experience with process mapping, workflow design, and business process documentation.
• Advanced Excel skills and experience analyzing, profiling, and validating data.
• Strong facilitation, interviewing, and stakeholder management skills.
• Ability to work effectively with cross-functional teams and business subject matter experts.
• Excellent written and verbal communication skills.

Preferred Qualifications

• Experience in fraud operations, investigations, financial crime, operational risk, or financial services.
• Familiarity with ServiceNow, particularly Case Management, IRM/GRC, or custom workflow solutions.
• Experience working with SharePoint data sources and data migration initiatives.
• Knowledge of governance, risk, compliance, and audit documentation practices.
• Experience supporting UAT, training development, and user adoption activities.

What Success Looks Like

• Well-defined and prioritized business requirements ready for development.
• Clear workflow documentation and process maps aligned to business objectives.
• High-quality wireframes and functional specifications that support efficient solution delivery.
• Accurate data migration mapping and validation plans.
• Successful stakeholder engagement and timely project deliverables.

This role is ideal for a proactive Business Analyst who enjoys solving complex business problems, working closely with stakeholders, and converting operational needs into scalable technology solutions.