IVA Business Analyst

Trident Consulting is seeking a \"IVA Business Analyst\" for one of our client in \"Rosemead, CA\" A global leader in business and technology services. Job Title: Administrative Aide III / Learning Operations Coordinator Pay Rate: $35/hr on W2 Schedule: Monday–Friday, 8:00 AM–5:00 PM Job Type: Contract - W2 Position Summary We are seeking a Business Analyst – Intelligent Virtual Assistant (IVA) to translate approved backlog items into clear, traceable, and testable requirements. The role will analyze business processes, business rules, data, system interactions, reporting needs, exceptions, and dependencies to develop detailed requirements and end-to-end test scenarios supporting implementation and validation. The ideal candidate will have 3–5 years of business analysis experience , preferably supporting technology, customer experience, contact center, digital self-service, IVR, IVA, chatbot, or conversational AI initiatives. Key Responsibilities Requirements Analysis & Documentation Review backlog items, BRDs, business policies, procedures, and system documentation. Facilitate discovery sessions with business, operations, product, technology, analytics, QA, vendors, and SMEs. Translate product direction into functional and non-functional requirements. Identify gaps, conflicts, missing rules, exceptions, and unclear requirements. Ensure requirements are specific, measurable, traceable, and testable. Business Rules & Decision Logic Document business rules, eligibility criteria, validations, calculations, sequencing, and outcomes. Define behavior for missing, invalid, unavailable, or inconsistent information. Maintain a traceable business rules repository. Validate rules with business stakeholders and elevate unresolved decisions. Convert customer journeys into detailed success, alternate, exception, failure, escalation, and recovery scenarios. Define customer inputs, system responses, handoffs, and expected outcomes. Analyze customer friction points, authentication issues, interruptions, and system failures. Data, Reporting & Integration Define data sources, elements, mappings, validations, transformations, and reporting requirements. Document integration inputs, outputs, validations, error handling, dependencies, and interfaces. Define event tracking, metrics, calculations, filters, and reporting logic. Identify data-quality issues and business impacts. Maintain traceability across requirements, integrations, testing, and defects. Testing & Acceptance Criteria Create functional, integration, end-to-end, regression, negative, and exception-based test scenarios. Define test data, preconditions, execution steps, expected results and evidence requirements. Support test execution, validation, defect management, retesting, and closure. Provide requirements-based readiness assessments. Analyze defects related to requirements, business rules, data, integrations, configuration, platform behavior, reporting or implementation. Route issues to appropriate owners and update documentation when corrections are approved. Validate released capabilities against approved requirements. Review production results, transcripts, defects, and operational findings. Maintain traceability between production findings, requirements, and backlog items. Required Skills & Qualifications 3–5 years of Business Analyst experience supporting complex technology, customer experience, contact center, or digital initiatives. Experience with IVR, IVA, chatbots, conversational AI, contact centers, or digital self-service . Understanding of APIs, relational data, system interfaces, and upstream/downstream dependencies . Experience with data analysis and reporting . Familiarity with SQL or comparable methods for validating relational data. Strong experience eliciting and documenting functional and non-functional requirements . Experience documenting business rules, decision logic, process flows, and exception scenarios . Experience developing testable acceptance criteria . Experience creating data mappings, interface requirements, and integration documentation . Experience developing functional, integration, end-to-end, negative, and regression test scenarios. Experience maintaining requirements traceability . Strong defect documentation and analytical problem-solving skills. Strong facilitation, collaboration, and written communication skills. Ability to manage multiple journeys or assignments as priorities change. Desired Skills 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 regulated or high-volume customer-service environments. Education Bachelor's degree in Business, Finance, Accounting, Statistics, or a related field , or an equivalent combination of education, training, and experience. #J-18808-Ljbffr Trident Consulting