Responsibilities

- Lead, mentor, and develop a team of Business Analysts supporting telephony and customer implementation projects.

- Oversee workload planning, resource allocation, and prioritization across multiple customer engagements.

- Provide coaching, performance feedback, and professional development guidance.

- Serve as a senior point of contact for customer or program escalation

- Elicit and analyze business requirements and translate them into clear functional requirements for engineering.

- Collaborate with clients, engineering, test teams, and system integrators throughout the solution design, development, and testing lifecycle

- Validate delivered solutions through walkthroughs, testing, and stakeholder reviews to ensure alignment with customer experience goals.

- Effectively document defects and/or issues, create and prioritize tickets, facilitate troubleshooting sessions, and drive defects to closure in a timely manner

- Identify risks, issues, and dependencies related to requirements and escalate as appropriate.

- Communicate complex concepts clearly to both technical and non-technical audiences.

- Support rollout, cutover, and post-deployment validation

- Support change management, training, and transition activities to ensure successful adoption of new solutions.

- Conduct gap analysis, impact assessments, and feasibility evaluations to support decision-making across the delivery lifecycle.

- Maintain accurate, up-to-date documentation for internal and external stakeholders

Minimum Job Requirements:

- Four-year college degree, or equivalent, in engineering or business, plus a minimum of 7+ years of hands-on experience

- Experience managing or leading Business Analysts, Implementation Analysts, or similar roles.

- Strong background in business analysis, and experience managing or leading a team

- Excellent communication, facilitation, and documentation skills.

- Ability to balance leadership responsibilities with hands on project work.

- Strong understanding of requirements gathering, process mapping, and solution validation.

- Experience managing defects and issues, including ticket creation, prioritization, and support of triage or troubleshooting sessions

- Ability to contribute to test scenario definition and support all system testing activities

- Experience working with global, cross-functional teams across multiple time zones.

- Proficiency in Microsoft Office and and tools such as Jira, ServiceNow, and Confluence.

- Highly detail-oriented, with the ability to plan, prioritize, and work flexibly to deadlines, and demonstrated strong analytical and problem-solving skills.

- Ability to effectively communicate verbally and in writing, facilitate workshops, and deliver presentations to stakeholders (internal and external) and vendors

Personal Qualities:

- A self-motivated and proactive individual able to work with minimal supervision.

- Able to build and maintain client relationships.

- Proven ability to pick up new skills quickly and effectively.

- Possess a methodical and structured approach to analyzing business processes.

- Ability to effectively communicate at all levels.

- Work within a growing team, which will require cross skilling to support periods of leave.

- Able to work out of hours to support programs in other regions (E.g.North America)

- Able to work autonomously with minimal supervision.

Additional Job Description:

The Information Systems function provides the means, methods and solutions needed to support the efficient collection, storage, transfer, manipulation, analysis and reporting of data as well as the need to deliver information for use by decision makers.

Information Systems > Applications

- The Applications focus specializes in designing, programming, and modifying software for various computer programs used in commercial or end-user applications.

- This includes mobile apps, materials management systems, financial management software, and desktop applications. It also involves managing data for internal department planning and activities, performing application configuration and updates, and creating reports using query and flexible reporting tools to meet business needs.

Role Knowledge and Application:

- Receives objective based assignments, and determines resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies.

- Recommends changes to policies and establishes procedures that affect section or multiple disciplines.

- Decisions impact others in the immediate team and influences methods and techniques. Executes financials, business planning, organizational priorities and workforce.

Complexity and Problem-Solving:

- Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.

- Follows processes and operational policies in selecting methods and techniques for obtaining solutions.

- Develops and manages operational initiatives to deliver tactical results.

Supervision:

- Manages the activities of multiple sections or a discipline through subordinate supervisors and/or professionals. Guides by function or department practices and well defined management precedents.

Collaboration and Interaction:

- Interacts frequently with subordinate supervisors, customers, and/or functional peer group professionals, involving matters between sections and multiple units.

- Partners with key contacts outside own area of expertise and other external stakeholders. Effectively communicates and presents results and recommendations across discipline.

Discretion and Impact:

- Translates functional plans into operational processes and guides execution. Erroneous decisions or failure to achieve results will add to costs and may have up to a one year impact.

Recommended Background and Experience:

- The education/experience information should only be used for requisitions/external postings in accordance with local regulations

- Typically requires a minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years experience; or equivalent experience. Some barriers to entry exist at this level, requiring department review.

- The Information Systems function provides the means, methods and solutions needed to support the efficient collection, storage, transfer, manipulation, analysis and reporting of data as well as the need to deliver information for use by decision makers.