Business Analyst with Customer Identity and Access Management

Synechron; Dallas (TX); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Work abroad opportunities

Paid annual leave

Insurance plan

Retirement plan

Education policy

Udemy for Business

Training opportunities

Global culture

Job summary

Synechron is seeking a Business Analyst to design and deliver secure CIAM solutions across phone channels and IVR. You will gather requirements, map authentication journeys, and work with Security, Fraud, and Contact Center teams to implement modern CIAM capabilities while improving customer experience and reducing fraud.

You will partner with Architecture, Engineering, and Ops to ensure compliant, scalable authentication journeys and supporting Agile delivery with clear user stories, acceptance

Qualifications

• 3 years of experience as a Business Analyst in CIAM/IAM
• Experience documenting business, functional, and technical requirements
• Strong understanding of authentication, identity verification, and fraud mitigation
• Familiarity with IVR, phone-channel authentication, and contact center tech
• Experience working in Agile delivery and backlogs
• Excellent communication and stakeholder-management skills

Responsibilities

• Gather, analyze, and document requirements for phone-channel authentication initiatives
• Map current and future authentication journeys across IVR and agent-assisted channels
• Support CIAM capabilities implementation including risk-based authentication and identity orchestration
• Collaborate with stakeholders to ensure security and business alignment
• Develop user stories, process flows, BRDs, use cases, and acceptance criteria
• Support testing, validation, UAT, and production-readiness activities

Skills

CIAM

IAM

Authentication

Contact Center

Security

Agile

Requirements Gathering

IVR

Stakeholder Management

Tools

Jira

Confluence

Visio

Lucidchart

Job description

Role: Business Analyst with Customer Identity and Access Management

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron’s progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 17,000, and has 58 offices in 22 countries within key global markets.

The Business Analyst will support the design, analysis, and delivery of secure customer identity and authentication experiences across phone channels and Interactive Voice Response (IVR) platforms.

This role will partner closely with Business, Fraud, Security, Contact Center, Architecture, and Technology teams to gather requirements, document authentication journeys, and support the implementation of modern Customer Identity and Access Management (CIAM) solutions.

The successful candidate will help improve the customer experience, reduce friction, and strengthen fraud prevention through effective identity verification and authentication capabilities..

Additional Information*

The base salary for this position will vary based on geography and other factors. In accordance with law, the base salary for this role if filled within Farmers Branch, TX (Dallas)/Pittsburg, PA is $80k - $90k/year & benefits (see below).

The Role

Responsibilities:

• Gather, analyze, and document business, functional, and technical requirements for phone-channel authentication initiatives.
• Map current-state and future-state authentication journeys across IVR and agent-assisted channels.
• Support the implementation of CIAM capabilities, including:Risk-based authentication
• Identity verification and orchestration
• Collaborate with Contact Center Operations, Fraud, Information Security, Architecture, Engineering, and other stakeholders to ensure solutions align with business objectives, customer needs, and security standards.
• Develop user stories, process flows, business requirements documents, use cases, acceptance criteria, and other Agile delivery artifacts.
• Analyze authentication performance, fraud trends, customer experience metrics, and operational data to identify improvement opportunities.
• Support testing, validation, defect resolution, user acceptance testing, and production-readiness activities for CIAM enhancements and integrations.
• Facilitate workshops and stakeholder discussions to drive alignment, resolve issues, and support successful delivery.
• Identify dependencies, risks, assumptions, and impacts across business and technology teams.
• Prepare project documentation, status updates, presentations, and executive communications as required.
• Support continuous improvement of customer authentication processes, controls, and journeys.

Requirements:

• 3 years of experience as a Business Analyst in one or more of the following areas:Customer Identity and Access Management
• Identity and Access Management
• Authentication and identity verification
• Contact center technologies
• Related security or customer experience technologies
• Demonstrated experience gathering, analyzing, and documenting business, functional, and technical requirements.
• Strong understanding of customer authentication, identity verification, fraud mitigation, and account security principles.
• Experience creating process flows, user stories, business requirements documents, use cases, acceptance criteria, and related documentation.
• Familiarity with IVR platforms, phone-channel authentication, contact center technologies, and agent-assisted customer journeys.
• Experience working within Agile delivery methodologies and supporting product backlogs or delivery teams.
• Excellent communication, analytical, problem-solving, facilitation, and stakeholder-management skills.
• Ability to translate complex business and technical concepts into clear, actionable requirements.

Preferred Skills:

Experience with CIAM platforms such as:

• Ping Identity
• Okta
• ForgeRock
• Familiarity with phone-channel authentication solutions, voice intelligence, fraud detection, identity orchestration, and risk assessment technologies.
• Experience working in regulated industries, such as financial services, healthcare, telecommunications, or insurance.
• Knowledge of risk-based authentication, account takeover prevention, identity proofing, and Zero Trust security principles.
• Experience supporting integrations between CIAM platforms, IVR systems, contact center platforms, fraud tools, and enterprise applications.
• Familiarity with tools such as Jira, Confluence, Visio, Lucidchart, or similar requirements and process-mapping platforms.

We offer:

• A highly competitive compensation and benefits package.
• A multinational organization with 58 offices in 22 countries and the possibility to work abroad.
• 10 days of paid annual leave (plus sick leave and national holidays).
• Maternity & paternity leave plans.
• A comprehensive insurance plan including medical, dental, vision, life insurance, and long-/short-term disability (plans vary by region).
• Retirement savings plans.
• A higher education certification policy.
• Commuter benefits (varies by region).
• Extensive training opportunities, focused on skills, substantive knowledge, and personal development.
• On-demand Udemy for Business for all Synechron employees with free access to more than 5000 curated courses.
• Coaching opportunities with experienced colleagues from our Financial Innovation Labs (FinLabs) and Center of Excellences (CoE) groups.
• Cutting edge projects at the world’s leading tier-one banks, financial institutions and insurance firms.
• A flat and approachable organization.
• A truly diverse, fun-loving, and global work culture.

SYNECHRON’S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.