Business Analyst

ibex; Lahore; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

ibex is seeking a visionary Business Analyst to drive digital transformation, optimize customer experiences, and work with Product Owners, stakeholders, and IT teams to capture evolving needs and define high-quality user stories and requirements. You will apply process modeling and testing to support agile delivery.

You will collaborate on process optimization, story mapping, and telephony integration to improve call routing, deflect volume, and drive revenue through automation.

Qualifications

• Bachelor’s degree in a technology-related field or equivalent practical experience.
• 1 to 4 years of proven experience as a Business Systems Analyst or Automation Analyst.
• Experience in Agile/Scrum, SAFe, or XP with on-time delivery.
• Experience with requirements management, process mapping, and project tools such as Jira, Lucidchart, Visio, MS Project, BI or similar platforms.
• Background in BPM, Use Case creation, ROI analysis, and UAT execution.

Responsibilities

• Process Audit & Optimization: End-to-end analysis of key business processes to uncover automation opportunities that improve efficiency and reduce costs.
• Requirements & Story Mapping: Scope needs, write user stories, define acceptance criteria, and refine backlogs for PI and sprint planning.
• Conversational AI & Telephony Integration: Define requirements for voicebots, chatbots, and contact center deflection using Dialogflow and related tools.
• Testing & Quality Assurance: Design and execute UAT scenarios with technical and business partners to ensure timely delivery.
• Stakeholder Management & Mentorship: Bridge between business units, developers, and support; mentor junior analysts.
• Risk & Change Management: Identify blockers, mitigate risks, and ensure alignment with business constraints.

Skills

Business Analysis

Agile / Scrum

Stakeholder Management

UAT / Testing

Education

Bachelor's degree in technology

Tools

Jira

Lucidchart

Visio

MS Project

SQL

Job description

We are looking for a visionary Business 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,BI 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.