Business Analyst – Service Delivery Optimization

Role Overview

• Analyze current-state workflows supporting Service Level Requirement (SLR) performance, including identification of manual processes, exclusion research, reconciliation activities, and reporting dependencies
• Document existing operational workflows and define detailed requirements to support automation and system enhancement initiatives
• Partner with data science and engineering teams to evaluate opportunities for automation, reporting improvements, and AI enablement
• Design and implement structured intake processes for AI enablement requests, including submission criteria, prioritization inputs, and evaluation checkpoints
• Develop and maintain Jira workflows to manage AI initiatives through intake, evaluation, delivery, and operationalization
• Create clear user guides, reference materials, and operational documentation for AI-enabled applications
• Document system capabilities, constraints, and practical usage scenarios to support adoption across stakeholder groups
• Develop structured communications describing AI capabilities, use cases, and operational impact for executive leadership, operational teams, and delivery organizations
• Elicit and document functional and non-functional requirements for automation initiatives, including workflow validation, ticket QA automation, and reporting enhancements
• Translate business rules and operational pain points into structured Jira epics, user stories, and acceptance criteria
• Maintain traceability between service performance objectives and backlog items
• Develop process maps and workflow documentation to support engineering implementation
• Support sprint planning, backlog refinement, QA validation, UAT activities, and operational rollout

Requirements

• Bachelor's degree and 8 – 12 years of prior relevant experience or Masters with 6 – 10 years of prior relevant experience.
• Experience working within Agile Scrum environments
• Demonstrated experience using Jira for backlog management and workflow tracking
• Strong experience writing structured user stories, acceptance criteria, and requirements documentation
• Experience documenting business processes, workflows, and operational procedures
• Experience supporting automation, reporting, or system enhancement initiatives
• Strong written communication skills, including development of user guides and executive-level summaries
• Ability to operate effectively in a fully virtual, cross-functional environment
• Experience supporting AI-enabled tools, automation initiatives, or data-driven workflows (preferred)
• Familiarity with SLR or SLA performance models (preferred)
• Experience supporting QA automation, ticket review workflows, or workflow validation initiatives (preferred)
• Experience working in regulated or compliance-driven environments (preferred)
• Agile certification (IIBA-AAC, PMI-ACP, SAFe, or similar) (preferred)

Benefits

• Health and Wellness programs
• Income Protection
• Paid Leave
• Retirement