Overview
The Business Analyst will lead a critical Contact Centre Process Automation project, focusing on optimizing operational workflows and automating data flows for dashboards. Collaborating with operations, data, and technology teams, the analyst will capture current workflows, design target processes, and define requirements for automation solutions. The ideal candidate will contribute hands-on throughout the project lifecycle from design to support, ensuring high-quality deliverables and effective solution implementation.
Responsibilities
- Lead the automation of source data flow from Salesforce and Equation into GCP tables and Power BI dashboards.
- Capture current-state workflows in detail and design target-state processes.
- Define requirements for automation and dashboarding solutions in collaboration with stakeholders.
- Produce high-quality process models and solution design artifacts.
- Support the project through build, test, training, and into a sustainable support model.
- Optimize operational workflows and case creation using AI.
- Engage with operations, data, and technology teams to ensure alignment with project goals.
Requirements
- Proven experience as a Business Analyst with a focus on automation and workflow transformation in Financial Services.
- Strong background in operational process analysis and process mapping, particularly in AS-IS and TO-BE designs.
- Experience in operational contact centre workflows and related processes.
- Demonstrated ability to deliver data automation via Google Cloud Platform (GCP) and AI/LLM integrations.
- Familiarity with Power BI dashboarding and reporting requirements.
- Hands-on experience throughout the project lifecycle, from design to support.