Business Analyst II

Job Title

Pay Range: $29.62hr - $35.40hr

Requirements/Must Have

• Bachelor'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.

Responsibilities

• Translate 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 Have

• Experience 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.

Skills

• Quantitative Analysis.
• Business Analysis.
• IVR/IVA.
• Chatbots.
• Conversational AI.
• APIs.
• SQL.
• Data Mapping.
• Requirement Traceability.
• Defect Management.
• Test Scenario Development.

Qualification And Education

• Bachelor's degree in Business, Finance, Accounting, Statistics or related field.
• 3-5 years of experience in the field of analysis.