Business Systems Analyst III

Business Systems Analyst IIIThis position involves reviewing, analyzing, and evaluating information technology systems operations. The role serves as the primary point of contact between users and the engineering/development staff, working to determine user needs and recommend system improvements. The successful candidate will support the process of translating business needs into formal technical requirement deliverables.Key ResponsibilitiesConduct Customer Experience discovery and lead stakeholder workshops.Perform system analysis and cross-platform comparisons, including gap and capability matrices.Develop and maintain business and functional requirements documentation.Identify, document, report, and track system issues.Lead customer journey analysis and requirements definition for merger activities impacting IVR and IVA platforms.Required QualificationsExperience: 5-10 years of experience as a Business Analyst, Technical BA, or Product Analyst on Digital IVR & IVA platforms.Technical SkillsProficiency in CX journey analysis, gap assessment, and business requirements definition.Strong SQL skills with exposure to GenAI and LLM technologies.Experience designing or supporting conversational IVR/IVA solutions.Work EnvironmentThe team owns the end-to-end customer experience for conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms, serving over 30 million customers. The team is reimagining the customer experience using AI-driven self-service. This role supports merger and integration initiatives focused on unifying customer journeys to deliver a seamless and scalable experience.Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.