Strategic Operations Analyst: Process & AI Improvement

Talentify; City of Rochester (NY); On-site; USD 75,000 - 110,000; Full time

Job summary

Global Payments is seeking a Business Analyst to partner across Operations teams and deliver improvements that improve customer and employee experiences while reducing cost and complexity.

The role involves researching how work is performed today, mapping end-to-end journeys, and turning insights into practical initiatives with Data Analysts, Project Managers, AI Engineers, Salesforce Administrators, and L&D Coordinators.

Qualifications

• 3+ years of experience in business analysis, operations transformation, process improvement, consulting, customer experience, or related field.
• Demonstrated experience gathering requirements, interviewing stakeholders, and translating business needs into actionable solution requirements.
• Experience mapping end-to-end processes, customer journeys, workflows, or service experiences.
• Ability to analyze ambiguous problems, identify root causes, develop recommendations, and move work from concept to implementation.
• Strong written and verbal communication skills for documenting requirements and explaining complex findings.
• Experience working cross-functionally with business stakeholders and technical delivery teams.

Responsibilities

• Discover and analyze opportunities by researching current-state processes, tools, data sources, and pain points.
• Interview stakeholders across Operations to understand customer needs, workflows, root causes, constraints, and opportunities.
• Facilitate discovery sessions, working meetings, and process-design workshops with cross-functional partners.
• Create clear current-state and future-state process maps, service blueprints, customer journeys, and workflow diagrams.
• Analyze end-to-end experiences to identify friction, rework, and delays; propose improvements.
• Develop clear business cases with expected benefits, risks, dependencies, and cost or effort savings where applicable.

Skills

Business analysis

Stakeholder interviews

Process mapping

Requirements gathering

Cross-functional collaboration

Data interpretation

Education

Bachelor’s degree in Business, Information Systems, Operations, Analytics, Industrial Engineering, Computer Science

Tools

Visio

Lucidchart

Miro

Excel

PowerPoint

CRM tools

Job description

Global Payments is seeking a Business Analyst to partner across Operations teams and deliver improvements that improve customer and employee experiences while reducing cost and complexity.

The role involves researching how work is performed today, mapping end-to-end journeys, and turning insights into practical initiatives with Data Analysts, Project Managers, AI Engineers, Salesforce Administrators, and L&D Coordinators.