Business Analyst II

Farmers is an insurance company seeking a Business Analyst II to serve as a senior-level liaison between business units and IT. The role gathers and analyzes requirements, assesses impacts and risks, supports application development and implementation, mentors colleagues, and leads AI-driven initiatives for the Contact Center.

Responsibilities:

• Develops business requirements through analysis on business activities, industry trends and sponsor requests
• Works with business leader to define project scope
• Performs impact analysis of business process changes/enhancements across the organization
• Understands customers objectives, processes and products in order to make educated recommendations
• Oversees business requirement gathering and analysis
• Acts as liaison between Business Sponsors and IT staff
• Supports application testing, implementation, and training activities
• Performs quality review checks on project deliverables
• Mentors/supervises lower level peers on project tasks by managing the daily and long term work efforts of assigned staff for a particular segment of work
• Lead the identification, evaluation, and implementation of AI-driven solutions that enhance customer experience, operational efficiency, and service delivery across the Farmers Contact Center
• Partner with Contact Center Operations, Technology, Data & Analytics, and Business leaders to develop and execute an AI roadmap aligned with strategic business objectives
• Research emerging AI technologies, industry trends, and customer service innovations to recommend scalable solutions that improve agent productivity and customer satisfaction

Requirements:

• • 2 years as a Business Analyst I, Project Manager or Process Analyst or 5 years of experience in related areas
• • Sound understanding of insurance loss, expense, growth and efficiencies
• • Ability to actively take part in meetings and conferences and communicate effectively
• • Capable of composing reports and high level technical explanations
• • Leads and manages project support staff for medium to large projects/enhancements affecting multiple business and IT departments
• • High school diploma or equivalent required
• • Completion of or actively pursuing a major insurance designation or Business Analysis Certification (CBAP) and currently certified for process improvement (Six Sigma or Z-Lean Yellow Belt)
• • Bachelor's degree preferred or equivalent relevant work experience