Business Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow. Ready to take your career global? Make your mark at one of the biggest names in payments. We are seeking a Business Analyst to partner across Operations teams to identify, design, and deliver improvements that create better customer and employee experiences while reducing cost and operational complexity. This is an internal consulting role for a curious, structured, and action-oriented problem solver. You will research how work is performed today; analyze processes, tools, data, and knowledge sources; interview stakeholders; map end-to-end journeys; and turn insights into practical initiatives. You will work closely with Data Analysts, Project Managers, AI Engineers, Salesforce Administrators, and Learning & Development Coordinators to move ideas from discovery through design, testing, adoption, and measurable outcomes. What you’ll own Discover and analyze opportunities Research current-state business processes, operational tools, data sources, knowledge assets, handoffs, and pain points. Interview stakeholders across Operations to understand customer needs, employee workflows, root causes, constraints, and opportunities. Facilitate discovery sessions, working meetings, and process-design workshops with cross-functional partners. Create clear current-state and future-state process maps, service blueprints, customer journeys, employee journeys, workflow diagrams, and decision flows. Analyze end-to-end experiences to identify friction, rework, unnecessary manual effort, duplicate work, delays, failure points, and inconsistent practices. Evaluate business problems using qualitative stakeholder feedback and quantitative operational data. Shape solutions and recommendations Identify and assess opportunities for process standardization, automation, self-service, workflow optimization, AI, generative AI, data improvements, and knowledge-management enhancements. Recommend initiatives that improve customer experience, employee experience, quality, speed, consistency, scalability, and cost efficiency. Evaluate potential solutions across business value, customer and employee impact, implementation effort, risk, technical feasibility, data readiness, and change-management needs. Develop clear business cases, including expected benefits, success measures, assumptions, risks, dependencies, and estimated cost or effort savings where applicable. Challenge existing ways of working constructively and facilitate honest conversations that lead to better outcomes. Help prioritize an improvement portfolio based on strategic value, urgency, expected impact, and organizational capacity. Deliver strategic initiatives Own or co-own strategic improvement initiatives from discovery through implementation, measurement, and continuous improvement. Translate business needs into well-defined requirements, user stories, acceptance criteria, process rules, data needs, and operational scenarios. Document solution designs that describe the future-state process, user experience, system behavior, roles and responsibilities, data flows, integrations, reporting needs, controls, and exception handling. Partner with Project Managers to define project scope, milestones, risks, dependencies, stakeholder plans, and implementation approaches. Partner with Data Analysts to identify relevant metrics, validate data sources, measure baseline performance, and quantify outcomes. Partner with AI Engineers to assess and design responsible AI and generative-AI use cases, including workflow fit, knowledge requirements, evaluation criteria, human review, and operational adoption. Partner with Salesforce Administrators to evaluate configuration, workflow, automation, data-quality, reporting, and integration solutions. Partner with Learning & Development Coordinators to design training, adoption, communications, job aids, and feedback loops that support lasting change. Support solution testing, user acceptance testing, pilot programs, experimenation, rollout readiness, and post-implementation measurement. Drive learning and improvement Create a culture of experimentation by helping teams test hypotheses, run pilots, capture learnings, and adjust quickly. Define success metrics and monitor results after implementation, including customer outcomes, employee experience, process performance, quality, adoption, cost, and risk. Identify follow-on opportunities based on feedback, operational results, and emerging technology capabilities. Maintain clear documentation so improvements can be scaled, adopted consistently, and sustained over time. Communicate findings, recommendations, progress, and results to both operational leaders and frontline stakeholders in a clear, practical manner. What you’ll bring Bachelor’s degree in Business, Information Systems, Operations, Analytics, Industrial Engineering, Computer Science, or a related field; equivalent relevant experience will be considered. 3+ years of experience in business analysis, operations transformation, process improvement, consulting, customer experience, employee experience, systems analysis, or a related field. Demonstrated experience gathering requirements, facilitating stakeholder interviews, and translating business needs into actionable solution requirements. Experience mapping end-to-end processes, customer journeys, employee journeys, workflows, or service experiences. Ability to analyze ambiguous problems, identify root causes, develop recommendations, and move work from concept to implementation. Strong written and verbal communication skills, including the ability to document requirements and explain complex findings to varied audiences. Experience working cross-functionally with business stakeholders and technical delivery teams. Strong proficiency with Microsoft Office tools, especially Excel, PowerPoint, Word, and process-mapping tools such as Visio, Lucidchart, Miro, or similar. It’s a bonus if you have Experience with process-improvement methods such as Lean, Six Sigma, Agile, Design Thinking, or continuous-improvement practices. Experience evaluating or implementing workflow automation, AI, generative AI, knowledge-management, self-service, or intelligent-assistance solutions. Familiarity with Salesforce, CRM platforms, workflow tools, analytics platforms, APIs, integrations, or enterprise data environments. Experience developing business cases, opportunity assessments, cost-benefit analyses, ROI estimates, or operational performance metrics. Experience with customer experience, employee experience, contact-center operations, service operations, onboarding, support, or other high-volume operational environments. Familiarity with change management, training, adoption measurement, and post-launch continuous improvement. Experience working in an internal consulting, transformation, product operations, or strategic operations environment. Systems thinking: Connects people, processes, technology, data, knowledge, controls, and customer outcomes across an end-to-end operating model. Customer and employee focus: Designs improvements around the real experiences of customers and the employees who serve them. Structured problem solving: Breaks complex, ambiguous issues into manageable questions, validates assumptions, and identifies root causes. Business and technical translation: Converts operational needs into requirements that technical and delivery teams can implement. Innovation mindset: Actively explores new approaches, automation, AI, and generative AI while grounding recommendations in measurable business value. Agility: Learns quickly, adapts to changing priorities, and uses pilot-and-learn approaches rather than waiting for perfect information. Influence and collaboration: Builds trusted relationships, facilitates productive conversations, and gains alignment without relying solely on authority. Constructive challenge: Questions the status quo respectfully, surfaces difficult issues clearly, and encourages transparent, honest discussion. About the team Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders. What makes a Globalpayer? Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do. Applicant must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future- We will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa). Diversity and EEO Statements Global Payments is an organization that stands against racism, intolerance and injustice in all its forms — one that respects, honors and celebrates the diversity of our team members and the differences among us. Our commitment to fostering a company culture that values and respects Inclusion and Diversity is steadfast. Standing together as one company, we will continue to work to drive positive change for the communities in which we live and work and stamp out injustice. linkedin.com/in/shonali-r-66744622 -SB Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. 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