Business Systems Analyst III

Apex Systems; Stamford (CT); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Medical

401K program with company match

ESPP

Health Savings Account (HSA)

Employee Assistance Program (EAP)

Corporate discounts

Training and certification support

Mentorship and career coaching

Job summary

Everforth Apex is seeking a Business Systems Analyst III in Stamford, CT (Hybrid) to analyze IT systems operations and act as the primary liaison between users and engineering, translating business needs into formal technical requirements. The role covers discovery, requirements development, and issue tracking.

You will lead customer journey analysis for merger activities impacting IVR/IVA platforms, using AI-driven self-service to streamline experiences for a large user base.

Qualifications

• 5–10 years as a Business Analyst, Technical BA, or Product Analyst on Digital IVR & IVA platforms.
• Serves as primary liaison between users and engineering, translating needs into technical requirements.
• Experience in customer journey analysis and formal requirements deliverables.

Responsibilities

• Conduct Customer Experience discovery and stakeholder workshops.
• Perform system analysis and cross-platform comparison, including gap and capability matrix analysis.
• Develop and manage business and functional requirements documentation.
• Identify, document, report, and track system issues.
• Lead customer journey analysis and requirements definition for merger activities impacting IVR and IVA platforms.

Skills

CX journey analysis

SQL proficiency

GenAI & LLM knowledge

IVR/IVA systems

Requirements documentation

Job description

Job#: 3053674

Business Systems Analyst III

Location

Stamford, Connecticut (Hybrid)

Role Overview

This role involves the review, analysis, and evaluation of information technology systems operations. The position serves as the primary contact between users and the engineering/development staff, determining user needs and recommending system improvements. The analyst will support the process of translating business needs into formal technical requirement deliverables.

Key Responsibilities

• Conduct Customer Experience discovery and stakeholder workshops.
• Perform system analysis and cross-platform comparison, including gap and capability matrix analysis.
• Develop and manage business and functional requirements documentation.
• Identify, document, report, and track system issues.
• Lead customer journey analysis and requirements definition for merger activities impacting IVR and IVA platforms.

Required Qualifications

Experience: 5 to 10 years as a Business Analyst, Technical BA, or Product Analyst on Digital IVR & IVA platforms.

Technical Skills

• Proficiency in CX journey analysis, gap assessment, and business requirements definition.
• Strong SQL skills with exposure to GenAI and LLM technologies.
• Experience designing or supporting conversational IVR/IVA solutions.

Work Environment

The team is responsible for the end-to-end customer experience for conversational Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) platforms, serving a large customer base. The group is focused on reimagining the customer experience using AI-driven self-service. This role supports merger and integration initiatives aimed at unifying customer journeys to deliver a seamless and scalable experience.

Why Join Us

In this position, you will help shape the customer experience across conversational IVR and IVA platforms. You will lead customer journey analysis and requirements definition for merger activities, providing a valuable opportunity to influence large-scale integration projects.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• Other insurance plans that offer an optional layer of financial protection
• Employee Stock Purchase Program (ESPP)
• 401K program allowing contribution typically within 30 days of starting, with a company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On‑Demand training program
• Certification preparation
• Library of technical and leadership courses/books/seminars (available after 6+ months of tenure)
• Certification discounts and other perks to associations that include CompTIA and IIBA
• Dedicated customer service team for Consultants to address benefits and other resources
• Certified Career Coach
• Full list of benefits, programs, support teams and resources within the "Welcome Packet" (provided by an Everforth Apex team member)

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804‑523‑8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.