Business Systems Analyst, Workforce Management

Soteria Reinsurance Ltd.; Salt Lake City, Northern (UT, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Soteria Reinsurance Ltd. is seeking a seasoned Business/Systems Analyst to drive a large-scale technology modernization of Workforce Management capabilities.

You will collaborate with business stakeholders, product owners, and engineering to translate workforce needs into scalable designs across voice and digital channels. Responsibilities include documenting current-state processes, leading workshops, and ensuring traceability from requirements to implementation within enterprise architecture

Qualifications

• 5+ years in business/systems analysis.
• Experience in technology transformation initiatives.
• Strong requirements elicitation skills.
• Knowledge of WFM concepts and metrics.
• Understanding of APIs, integrations, and architectures.
• Ability to bridge business and technical teams.
• Strong communication and analytical skills.

Responsibilities

• Partner with business leaders to document current-state processes and define future-state capabilities.
• Lead requirements gathering workshops and stakeholder interviews.
• Translate needs into user stories, use cases and acceptance criteria.
• Decompose WFM functions into scalable system components.
• Collaborate with architects on data models and integrations.
• Define system interactions across WFM, ACD, CRM, and analytics.
• Create process flows, diagrams, and data mappings.
• Define non-functional requirements like scalability and performance.
• Support vendor evaluations and fit-gap analysis.
• Partner with engineering during build and testing phases.
• Ensure traceability from requirements to implementation.
• Maintain documentation such as product and requirement documents.

Skills

Business analysis

Requirements elicitation

Technology transformation

WFM concepts

APIs & integrations

Architectures

Communication & analytics

Job description

## Job Description:**Note: Fidelity will not provide immigration sponsorship for this position.****The Role**As a member of the Enterprise Contact Center Program and Product organization, you will play a critical role in a large-scale technology modernization initiative to replatform and build next-generation Workforce Management (WFM) capabilities. You will partner closely with business stakeholders, product owners, and architecture/engineering teams to discover, define, and translate workforce management needs into scalable, modern system designs. This role bridges business intent and technical execution, ensuring that future-state WFM platforms support forecasting, scheduling, and real-time management capabilities across voice and digital channels. You will take a structured, data-driven approach to discovery, requirements definition, and solution design, ensuring alignment with enterprise architecture and long-term platform strategy while delivering measurable business outcomes.**As a team member, you will...**· Partner with business leaders to document current-state processes and define future-state capabilities.· Lead requirements gathering workshops and stakeholder interviews.· Translate needs into user stories, use cases and acceptance criteria.· Decompose WFM functions into scalable system components.· Collaborate with architects on data models and integrations.· Define system interactions across WFM, ACD, CRM, and analytics.· Create process flows, diagrams, and data mappings.· Define non-functional requirements like scalability and performance.· Support vendor evaluations and fit-gap analysis.· Partner with engineering during build and testing phases.· Ensure traceability from requirements to implementation.· Maintain documentation such as product and requirement documents.# **The Expertise and Skills You Bring**· 5 plus years in business/systems analysis.· Experience in technology transformation initiatives.· Strong requirements elicitation skills.· Knowledge of WFM concepts and metrics.· Understanding of APIs, integrations, and architectures.· Ability to bridge business and technical teams.· Strong communication and analytical skills.