Gather, analyze, and document business requirements for internal customers. Ensure technology solutions align with business needs, strategic goals, and end-user expectations. Design, document, test, and leverage solutions that improve business outcomes, simplify workflows, increase adoption, and enhance the overall user experience.

Major Tasks, Responsibilities, and Key Accountabilities

· Interface with business stakeholders, end users, and IT infrastructure teams to define, gather, and document business processes and needs, and translate them into detailed functional specifications for development.

· Perform business systems and process analysis of existing systems and workflows. Conduct interviews and requirements-gathering workshops and ensure sign-off of required artifacts.

· Coordinate requirements for new and existing applications. Gather and document software, installation, and configuration processes.

· Assist in testing, training plan development, user training, production support, and user documentation, including web manuals, reference guides, process documents, and related materials.

· Participate in the QA process, identify test cases, explain complex processes, and support development of test plans.

· Develop detailed business cases, ROI calculations, value definitions, cost assessments, benefit statements, and risk analyses.

· Coordinate project tasks and project lifecycle phases for small to mid-size projects, including requirements, documentation, process flows, and related deliverables, to meet business goals and requirements.

· Coordinate communication with clients and stakeholders and help prioritize delivery of IT services.

· Conduct root-cause analysis using knowledge of applications, interfaces, and technology to support defect resolution.

· Assist with scope definition and implementation of solutions.

User Experience Leadership and Continuous Improvement

This position is expected to serve as an active owner and champion for user experience improvement, not simply a participant in requirements gathering. The BSA should proactively move identified opportunities forward, coordinate the necessary teams, and drive action without requiring continuous prompting.

· Champion currently identified user experience improvement opportunities and own the effort from prioritization through implementation and measurement.

· Proactively identify, document, prioritize, and drive improvements that reduce user friction, simplify workflows, improve adoption, and increase employee productivity.

· Maintain a prioritized backlog of user experience and process improvement items based on user feedback, operational metrics, support trends, and business objectives.

· Partner with business stakeholders and end users to understand pain points, user journeys, workflow barriers, and opportunities to improve how users interact with technology and business processes.

· Translate user feedback and operational data into clear business requirements, functional specifications, process flows, and actionable improvement plans.

· Collaborate with application, infrastructure, service desk, security, vendor, and business teams to implement user experience improvements that require cross-functional execution.

· Act as the primary coordinator for assigned UX improvement initiatives, keeping stakeholders aligned, tracking actions, removing blockers where possible, and escalating decisions when needed.

· Measure and communicate the effectiveness of implemented improvements, including adoption, efficiency gains, reduced support incidents, simplified processes, and user satisfaction.

Required Experience

· Demonstrated prior experience identifying, leading, and implementing user experience (UX) and business process improvement initiatives in an enterprise environment.

· Proven ability to independently drive improvements from concept through implementation, including work that spans multiple business and technology teams.

· Experience gathering and analyzing user feedback, support trends, operational metrics, and business requirements to identify improvement opportunities and prioritize solutions.

· Experience coordinating cross-functional efforts involving business stakeholders, application teams, infrastructure teams, service desk teams, security teams, and vendors.

· Ability to influence outcomes and drive change without direct authority, ensuring assigned initiatives progress to completion.

· Strong analytical and problem-solving skills with the ability to convert user pain points and operational data into practical, measurable improvements.

· Strong communication, facilitation, documentation, and stakeholder management skills.

Preferred Qualifications

· Experience serving as a user advocate and championing continuous improvement initiatives focused on enhancing the end-user experience, increasing technology adoption, and improving operational efficiency.

· Experience in a distributed team environment.

· Understanding of databases.

· Computer operating systems experience.

· Understanding of SaaS, on-premises systems, and cloud server services.

· Understanding of domains and basic network function.

· Knowledge of software installation processes.

· Experience creating diagrams, flowcharts, user journeys, process maps, and other visual representations to communicate information to stakeholders. Visio or equivalent tool experience preferred.