• Job Description

  Req#: 1835
  An Optimum Technology Business Systems Analyst bridges tech and business, gathering requirements, analyzing data, and working with cross-functional teams to improve systems (like billing, provisioning, network inventory) for better customer experience and operational efficiency. Key duties involve creating documentation, data analysis, troubleshooting, and supporting system implementations or optimizations.
  
  Key Responsibilities
  
  • Requirements Gathering: Elicit and document business needs for new or improved systems.
  • Data Analysis: Analyze data to find insights, improve data quality, and support strategic decisions.
  • Systems Integration: Work on integrating different systems.
  • Process Improvement: Identify and implement ways to make processes more efficient.
  • Stakeholder Collaboration: Partner with IT, Operations, and business leaders.
  • Documentation: Create process flows, reports, and system documentation.
  • Support: Provide support, troubleshoot issues, and resolve defects.
  
  Common Focus Areas
  
  • Google CES / CEP (Customer Experience Platform): AI-powered omnichannel contact center transformation focused on modernizing IVR, chat, virtual agents, agent desktop, intent recognition, self-service, routing, reporting, and customer support experiences.
  • Intent Recognition & Routing: Define and validate customer intents, routing rules, escalation paths, queue logic, and handoffs between Google CES, Cisco IVR,
  • Chat Self-Service & Digital Entry Points: Document requirements for web, mobile app, SMS-to-chat, email, campaign, QR code, and external intent entry points, including direct-to-agent and authenticated self-service experiences.
  
  Required Skills & Tools
  
  • Business Acumen: Understand the business objective behind each request and connect requirements to customer experience, revenue, operational efficiency, risk reduction, and strategic outcomes.
  • Systems Thinking: Analyze end-to-end impacts across platforms, teams, upstream inputs, downstream outputs, integrations, data flows, and operational processes.
  • Technical Curiosity: Ask strong questions, understand system behavior, learn enough technical detail to challenge assumptions, and translate between business and technology teams.
  • Facilitation & Stakeholder Management: Lead productive working sessions, draw out requirements from multiple viewpoints, manage competing priorities, and drive alignment across business, product, technology, operations, and vendor teams.
  • Critical Thinking & Problem Framing: Break vague asks into clear problems, identify root causes, surface options, and recommend practical solutions.
  • Backlog & Prioritization Discipline: Create well-structured Jira epics, features, and user stories, support grooming, and help sequence work based on value, risk, dependencies, and readiness.
  • Operational Readiness Awareness: Ensure requirements account for training, communications, reporting, support procedures, compliance needs, launch readiness, and post-production support.
  • AI & Automation Enablement: Use AI responsibly to accelerate requirements discovery, process mapping, documentation, gap identification, and quality checks while validating outputs against approved source materials.
  • Ownership & Execution Discipline: Drive work forward with minimal oversight, track decisions and action items, follow through on open questions, and maintain high-quality deliverables under tight timelines.
  • Intellectual Curiosity & Constructive Challenge: Challenge incomplete thinking, ask "what are we missing," identify hidden dependencies, and continuously look for smarter ways to solve business problems.
  
  Typical Experience
  
  • A Bachelor's degree in a relevant field is often required.
  • Two to four years experience as an business analyst.

• About the company

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