Workforce Management Systems Analyst – Modernization Lead

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

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