Key Roles & Responsibilities: • Business Analysis & Stakeholder Engagement • Partner with stakeholders to understand business challenges, objectives, and operational requirements. • Gather, analyze, document, and validate business and functional requirements. • Facilitate workshops, interviews, and discussions to gather insights and requirements. • Develop business cases and solution recommendations to address identified gaps. • Act as the primary point of contact between business users and project teams. • Process Improvement • Analyze current business processes and identify opportunities for optimization and automation. • Map existing and future state processes using process flow methodologies. • Recommend improvements that enhance efficiency, service quality, and customer experience. • Support continuous improvement initiatives and operational excellence programs. • Estimate effort, cost, timelines, and dependencies for viable solutions, and provide recommendations based on technical and economic feasibility. • Monitor and evaluate process performance and recommend corrective actions where necessary. • Project Management & Delivery • Support end-to-end project delivery, from concept through implementation. • Manage project deliverables, milestones, and timelines. • Coordinate activities among business stakeholders, vendors, and technical teams. • Monitor project risks, issues, dependencies, and action plans. • Support deployment, rollout, and post-implementation activities. • Testing & Quality Assurance • Develop test plans, test cases, and acceptance criteria. • Conduct functional, integration, system, and user acceptance testing. • Troubleshoot and resolve solution defects and system issues. • Ensure solutions meet business requirements and quality standards before deployment. • Support business users during testing and deployment activities. • Solution Design, Feasibility & Development • Translate business problems and opportunities into solution approaches, architecture, and experimentation plans. • Design and develop business solutions that address operational and customer care requirements. • Evaluate the technical feasibility, scalability, and viability of proposed use cases, ensuring alignment with enterprise standards for architecture, privacy, and security. • Build and maintain applications, workflows, automation tools, reports, and dashboards using approved platforms and technologies. • Configure and customize systems to meet business needs. • Develop low-code/no-code solutions using platforms such as Microsoft Power Platform. • Create system integrations and automated data flows where applicable. • Perform enhancements and ongoing optimization of existing solutions. • Ensure solutions are scalable, maintainable, secure, and aligned with organizational standards. • Maintain technical and functional documentation for all developed solutions. • Stakeholder Support & Change Management • Advise stakeholders on solution options and improvements. • Provide training, demonstrations, and user guides. • Gather feedback and support ongoing enhancements. • Drive user adoption and effective use of implemented solutions. • Customer Care Transformation • Support strategic customer care transformation programs. • Drive initiatives that improve customer satisfaction and service delivery performance. • Collaborate with operational teams to enhance customer journey experiences. • Identify innovative solutions that improve employee and customer experience. Minimum Qualifications and Experience: • Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related field. • Certification in Business Analysis, Project Management, Agile, Lean Six Sigma, or Microsoft Power Platform is an advantage. • Strong understanding of business processes, digital transformation, and customer service operations. • Proficiency in Microsoft 365 applications. • Experience in Business Analysis, Process Improvement, Project Management, Solution Delivery, or related functions. • Experience gathering and documenting business requirements. • Experience supporting end-to-end project implementation. • Experience working with cross-functional stakeholders and business users. • Experience in dashboarding, reporting, workflow automation, or business applications. Desired Skills: Power BI, SQL, Microsoft Power Platform (Power Apps & Power Automate), SharePoint Online, Microsoft 365 Applications, Azure DevOps, Jira, or similar tools Core Competencies: • Collaboration & Stakeholder Management • Communication & Influencing • Analytical Thinking • Problem Solving • Business Acumen • Customer Focus • Project Execution • Innovation & Continuous Improvement