Senior BA - Customer Service Automation

DKB Code Factory GmbH; Valencia; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

DKB Code Factory GmbH in Valencia, Spain, is seeking a Senior Business Analyst to translate Customer Service challenges into clear, testable requirements and process models that enable PEGA-based automation. You’ll partner with Product, Engineering, Architects and frontline staff to deliver measurable improvements in efficiency.

This role focuses on end-to-end functional analysis, backlog readiness, and creating reusable artefacts across the product area while promoting best BA practices and

Formación

• 3–7+ years of experience in Business Analysis within Agile product teams.
• Proven track record writing clear user stories, functional specs, and acceptance criteria.
• Strong experience in business process analysis and modelling (BPMN preferred).

Responsabilidades

• Lead end-to-end functional analysis for Customer Service automation initiatives: produce As-Is/To-Be process models, user stories, functional specifications and testable acceptance criteria.
• Own backlog readiness for priority initiatives: deliver implementation-ready user stories and artefacts that support predictable sprint delivery.
• Identify automation opportunities and produce reusable process and decision models to accelerate future delivery.
• Embed traceability and validation routines across refinement and delivery rituals to reduce post-development clarifications and UAT defects.
• Collaborate with Product Owners, Engineers and Architects to surface technical constraints, trade-offs and ensure feasible designs on PEGA or equivalent workflow platforms.
• Build trusted relationships with frontline Customer Service workers to validate requirements, gather operational insight, and improve solution fit.
• Drive continuous improvement of BA standards, templates and practices; promote adoption across teams.

Conocimientos

Business Analysis

Requirements Engineering

BPMN

PEGA

Jira

Confluence

Miro

English

German

Herramientas

Jira

Confluence

Miro

Descripción del empleo

DKB Code Factory GmbH in Valencia, Spain, is seeking a Senior Business Analyst to translate Customer Service challenges into clear, testable requirements and process models that enable PEGA-based automation. You’ll partner with Product, Engineering, Architects and frontline staff to deliver measurable improvements in efficiency.

This role focuses on end-to-end functional analysis, backlog readiness, and creating reusable artefacts across the product area while promoting best BA practices and