Sr Business Analyst - AI/ML

System One is a leader in delivering outsourced services and workforce solutions across North America, and they are seeking a strong Senior Business Analyst to improve the member IVR experience for a healthcare environment. This role involves owning requirements end-to-end, communicating in cross-functional forums, and translating insights into actionable user stories and use cases.

Responsibilities:

• Partner with a cross-functional task force (business + technology) to improve IVR/member experience and reduce friction in call flows
• Listen to member calls / review call flows to identify issues, patterns, and opportunities to improve the member journey
• Translate findings into use cases, user stories, acceptance criteria, and documented requirements
• Lead/participate in requirements workshops and working sessions; ask the right questions and confirm alignment
• Work closely with the Scrum team (development + QA/testing) to support implementation, grooming/refinement, and delivery
• Ensure requirements are clear, testable, and complete —and that solutions meet the intended outcomes

Requirements:

• Senior-level Business Analyst experience (able to operate independently; no hand-holding)
• Healthcare domain experience required (recent preferred, not required)
• Strong experience with Jira and Confluence for requirements/user stories/documentation
• Highly analytical (can break down call flows, identify gaps, and propose improvements)
• Excellent communication (clear, concise, and confident with cross-functional groups)
• Proactive in meetings —comfortable speaking up, challenging assumptions, and contributing ideas
• Strong documentation discipline (organized, accurate, and consistent)
• AI / ML exposure (especially as it relates to conversational experiences)
• Call center / contact center experience (especially listening to calls and deriving requirements from them)