Automation Analyst

ibex; Lahore; Presencial; PKR 1.800.000 - 2.400.000; Jornada completa

Descripción de la vacante

ibex is seeking an Automation Analyst to drive digital transformation and optimize customer experiences. You will lead business analysis for cross-functional features, collaborating with Product Owners, stakeholders, and IT teams to capture evolving needs and define high-quality user stories.

Your work focuses on feeding agile teams with well-defined work to reduce handle times, improve routing, and drive revenue. Strong SDLC, BPM, and UAT experience are essential for success.

Formación

• 1–4 years of experience as a Business Systems Analyst or Automation Analyst.
• Experience with SDLC, digital transformation, and automation initiatives.
• Proficient in Jira, Lucidchart, Visio, or MS Project.
• Background in BPM, Use Case creation, ROI analysis, and UAT execution.

Responsabilidades

• Audit and optimize end-to-end business processes to identify automation opportunities.
• Capture needs, write user stories, and refine backlogs for PI and sprint planning.
• Define requirements for voicebots, chatbots, and contact center integration.
• Design UAT scenarios with technical and business partners to ensure quality delivery.
• Mentor junior analysts and bridge gaps between business and development teams.
• Identify delivery blockers, mitigate risks, and align solutions with constraints.

Conocimientos

Business analysis

Agile/Scrum

Stakeholder management

Mentorship

Educación

Bachelor’s degree in Tech

Herramientas

Jira

Lucidchart

Visio

MS Project

Descripción del empleo

About the Role

We are looking for a visionary Automation Analyst to play a pivotal role in driving our digital transformation and optimizing customer experiences.

In this role, you will lead business analysis activities for complex, cross-functional, and mission-critical features. Working daily with Product Owners, business stakeholders, and IT & Telephony teams, you will capture evolving business needs, model current and future state processes, and define high-quality user stories and technical requirements. Your primary focus will be feeding agile scrum teams with well-defined work that reduces contact center handle times, improves call routing, deflects call volume, and drives revenue and conversion rates.

Key Responsibilities

• Process Audit & Optimization: Perform end-to-end analysis of key business processes to uncover automation opportunities that enhance system reliability, boost efficiency, and deliver direct cost savings.
• Requirements & Story Mapping: Collaborate with business SMEs and Product Owners to scope needs, write user stories, define acceptance criteria, and refine backlogs for PI and sprint planning.
• Conversational AI & Telephony Integration: Leverage understanding of Google Dialogflow, conversational flows, and call analytics to refine requirements for voicebots, chatbots, and contact center deflection.
• Testing & Quality Assurance: Design and execute UAT scenarios (use cases, flowcharts, user journeys) with technical and business partners to ensure timely, high-quality solution delivery.
• Stakeholder Management & Mentorship: Act as a bridge between business units, software developers, and application support. Provide guidance and mentorship to less experienced analysts on the team.
• Risk & Change Management: Proactively identify delivery blockers, mitigate risks, and ensure solutions align with commercial constraints and operational realities.

Job Requirements & Qualifications

• Education: Bachelor’s degree in a technology-related field or equivalent practical experience.
• Experience: 1 to 4 years of proven experience as a Business Systems Analyst or Automation Analyst working across the software development lifecycle (SDLC) on digital transformation and automation initiatives.
• Agile & SDLC Methodologies: Strong hands-on experience in Agile/Scrum, SAFe, or XP frameworks, with a proven track record of delivering capabilities on time and within budget.
• Tooling Proficiency: Expertise in requirements management, process mapping, and project tools such as Jira, Lucidchart, Visio, MS Project, or similar platforms.
• Domain Exposure: Background in business process modeling (BPM), Use Case creation, ROI analysis, and UAT execution.

Preferred Skills & Bonus Qualifications

• Automation & AI Platforms: Experience or familiarity with tools like Google Dialogflow, OpenAI/ChatGPT, UiPath, AWS (Lambda, Bedrock, S3), Power Automate, Blue Prism, or Sierra.
• Data & Analytics: Hands-on experience with SQL for business data analysis, alongside familiarity with call analytics tools.
• Certifications: CCBA (Certification of Capability in Business Analysis) or equivalent industry certifications are highly regarded.