Sr. Business Analyst

Job Description

• Lead business and functional requirements gathering from project inception through completion
• Work closely with technical teams (Solution Architects, Developers) to understand system capabilities and constraints
• Translate technical limitations into business-friendly language and align expectations
• Map and document: o Business processes (e.g., call agent workflows) o Functional processes (system functionality supporting the workflow) o Technical processes (system integrations, login flows, handoffs)
• Create and maintain: o Process flows and diagrams o User stories and acceptance criteria o Project documentation in JIRA and Confluence
• Participate in stakeholder meetings to identify risks, gaps, and roadblocks early
• Jump into projects at any phase and quickly assess what matters vs. what doesn't
• Support systems such as: o CRM platforms o Call center and field service applications o Custom internal applications o Websites and dashboards
• Operate in a hybrid Agile and Waterfall environment with standardized deliverables We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

• 4+ years of experience as an IT Business Analyst
• Experience taking projects from inception to completion (ability to jump in mid stream also required)
• Strong requirements gathering skills (current state → future state)
• Ability to lead conversations with both business stakeholders and technical teams
• Experience translating business needs into functional and technical requirements
• 4+ years of JIRA and Confluence
• Hands on experience creating: o User stories o Process flows and diagrams
• Process mapping tools experience (must have one): o Visio o Draw.io o Lucid chart o Miro (or similar)
• Experience working in a hybrid Agile / Waterfall environment
• CRM experience (not ERP only backgrounds)
• CRM platforms used by call centers or technical support teams o

Example:

Salesforce Service Cloud or similar

• Experience supporting: o Customer service organizations o Call center, field service, or technical support workflows
• Experience working with custom internal applications