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Business System Analyst

2 weeks ago

Toronto, Canada Wipro Limited Full time

**Key Responsibilities**
- Collaborate with stakeholders to understand their needs and gather detailed business requirements.
- Analyze data to identify trends, patterns, and insights that inform business decisions.
- Develop and document business process models to illustrate current and future states.
- Propose and design technical and process solutions that meet business needs and objectives.
- Work with IT and other departments to implement solutions and ensure they align with business goals.
- Communicate findings, recommendations, and project updates to stakeholders and executives.
- Create detailed documentation of business requirements, processes, and solutions.
- Participate in testing and validating new systems and processes to meet business requirements.
- Identify opportunities for process improvements and contribute to ongoing optimization efforts.

**Required Skills**:

- ** Proven Experience**: Minimum of 7-10 years of experience as a Business System Analyst, with **_Verint Recording, NICE Workforce Management (WFM) & Contact Center experience_**:

- ** Strong** analytical and problem-solving skills.
- ** Proficiency** in analyze complex data sets, identify patterns, and derive meaningful insights to support decision-making and problem-solving.
- Excellent verbal and written communication skills to effectively interact with stakeholders, convey technical information clearly and create comprehensive documentation.
- Understanding of business system processes, workflows, and industry-specific knowledge to align solutions with organizational goals and strategies.
- Capability to identify issues, evaluate alternatives, and propose innovative solutions to address business challenges.
- Familiarity with business analysis tools, data analysis software, and an understanding of software development methodologies (Agile, Waterfall, etc.).
- Expertise in gathering and documenting detailed business requirements, creating functional specifications, and user stories.
- Skill in managing relationships and expectations among diverse stakeholders, including clients, users, developers, and management.
- Ability to adapt to changing project scopes, priorities, and timelines while remaining focused on delivering quality outcomes.
- Knowledge of project management methodologies and tools.

**Additional Details**:
**_ NICE Workforce Management (WFM)_** is a CXone contact center feature suited with AI-powered forecasting, scheduling, employee engagement, and performance management capabilities. NICE WFM is best for enterprise-level omnichannel contact centers with a high inbound contact volume.