Digital Transformation Business Analyst

ibex; Lahore; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

ibex is seeking a visionary Business Analyst to drive digital transformation and optimize customer experiences. You will lead cross-functional analysis, model processes, and craft high-quality user stories and requirements for agile teams.

You will collaborate with Product Owners, IT & Telephony teams, and business stakeholders to reduce contact center handle times, improve routing, and boost revenue and conversions through well-defined work items.

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 across the SDLC on digital transformation initiatives.
• Strong hands-on experience in Agile/Scrum, SAFe, or XP frameworks with track record of delivering on time and within budget.

Responsibilities

• Perform end-to-end analysis of key business processes to uncover automation opportunities and cost savings.
• Collaborate with business SMEs and Product Owners to scope needs, write user stories, define acceptance criteria, and refine backlogs for PI and sprint planning.
• Leverage understanding of Google Dialogflow, conversational flows, and call analytics to refine requirements for voicebots, chatbots, and contact center deflection.
• Design and execute UAT scenarios with technical and business partners to ensure timely, high-quality delivery.
• Bridge between business units, software developers, and application support; mentor junior analysts.

Skills

Agile/Scrum

SDLC

Stakeholder management

Mentorship

Requirements discovery

Education

Bachelor’s degree in technology field

Tools

Jira

Lucidchart

Visio

MS Project

Job description

ibex is seeking a visionary Business Analyst to drive digital transformation and optimize customer experiences. You will lead cross-functional analysis, model processes, and craft high-quality user stories and requirements for agile teams.

You will collaborate with Product Owners, IT & Telephony teams, and business stakeholders to reduce contact center handle times, improve routing, and boost revenue and conversions through well-defined work items.