Business Process and Technology Analyst

As a Business Analyst at our company, you will play a crucial role in bridging business operations (BPO/BPM) and technology delivery on hyperscalers (AWS/Azure/GCP) across IT projects. Your responsibilities will include owning requirements and process design for platforms and data products, partnering with operations leaders to drive SLA improvements, and collaborating with engineering teams to deliver cloud-native solutions that scale reliably. You can expect hands-on work in requirements gathering, process mapping, data analysis, BI, UAT, and change management, all aligned to agile delivery and platform engineering practices. **Responsibilities:** - Deliver a prioritized requirements backlog and signed-off BRDs/FRDs for platform features linked to ops KPIs. - Stand-up self-service BI for leadership and ops floor (Power BI/Tableau) with automated refresh and RLS; publish monthly insights packs. - Drive at least two release cycles (UAT + hypercare) that improve SLA, reduce AHT, or increase automation coverage in BPO workflows. - Create a Cloud Platform decision log that documents trade-offs across AWS/Azure/GCP for new features and informs cost/performance governance. **Key Responsibilities:** 1) **Business Analysis & Requirements** - Run discovery with operations, product, and engineering stakeholders; elicit, analyze, and document functional/non-functional requirements, write BRDs, FRDs, user stories, acceptance criteria, and traceability matrices. - Perform gap analysis, process mapping (BPMN/Visio), and define target operating models for BPO processes (voice/non-voice, back-office) including handoffs and controls. - Translate business needs into platform features and data contracts that engineering teams can implement on AWS/Azure/GCP (APIs, events, data pipelines, dashboards). 2) **Platform Engineering (Hyperscalers)** - Collaborate with cloud/platform teams to analyze, design, and validate solutions leveraging AWS/Azure/GCP services (e.g., storage, compute, data warehousing, analytics/BI). - Support platform roadmaps and backlog; break features into epics and user stories with clear acceptance tests; align with DevOps and CI/CD practices. - Partner with SRE/Cloud Ops on cost/performance/availability analysis (FinOps inputs, capacity right-sizing, data transfer considerations) and publish decision logs. 3) **BPO Operations & Performance** - Analyze operational KPIs (AHT, FCR, CSAT/NPS, utilization, attrition), design ops dashboards, and recommend improvements that impact SLA adherence and throughput. - Lead UAT and change management for releases touching the operations floor (training plans, SOP updates, comms, hypercare). 4) **Data, BI & Insights** - Build and maintain Power BI/Tableau dashboards; perform SQL-based data discovery, quality checks, and business rule validation. - Use analytical methods (segmentation/trend analysis) to uncover process bottlenecks and automation opportunities; present actionable recommendations to leadership. 5) **Delivery & Governance** - Operate in Agile/Hybrid (Scrum/Kanban) environments; drive ceremonies, maintain artifacts (backlog, burndown, RAID logs), and publish monthly status to stakeholders. - Maintain requirements traceability, align with InfoSec/Compliance, and ensure platforms meet privacy and data governance expectations. **Must-Have Qualifications & Skills:** - 37 years as a Business Analyst in BPO/BPM and IT/platform engineering environments (requirements, process mapping, UAT, change management). - Hands-on experience with AWS/Azure/GCP projects (feature design, data pipelines, API integrations, release planning). Certifications are a plus. - Data & BI: Advanced Excel, SQL, Power BI/Tableau; ability to design business-friendly dashboards with RLS, refresh schedules, and performance tuning. - Process tools: Visio/Miro, BPMN/UML; familiarity with Jira/Confluence and backlog hygiene. - Solid communication (storytelling, stakeholder facilitation), documentation, and presentation skills; able to influence cross-functional teams. - Working knowledge of Agile methods and UAT practices for IT rollouts. **Good-to-Have (Preferred):** - Exposure to BPO domains (Customer Support, Collections, Healthcare, BFSI) including ops analytics and SOP design. - Knowledge of data modeling (facts/dimensions), DAX, and Power Query/Pandas for data wrangling; understanding of ML-driven analytics for segmentation and forecasting. - Understanding of FinOps and cloud cost optimization practices (commitment discounts, data egress, storage tiering). - Experience with ERP/CRM process integrations (e.g., service, sales ops) and vendor interface coordination. **Education:** - Bachelors in Information Systems, Engineering, Business, or related field; CBAP/PMI-PBA or cloud certifications (AWS/Azure/GCP) are a plus. As a Business Analyst at our company, you will play a crucial role in bridging business operations (BPO/BPM) and technology delive