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Business Analyst – Customer Operations
The LeafletBusiness Analyst in Customer Operations team at Hard Rock Digital. Translate operational requirements into actionable specifications for engineering and system administration.
About the role
Key responsibilities & impact- Partner with stakeholders across Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirements.
- Manage intake and prioritization of incoming requests, assessing effort and business impact and facilitating prioritization discussions.
- Write functional specifications, user stories, acceptance criteria, process flows, and business documentation.
- Support payments and financial operations projects, including process automation, provider integrations, and tooling improvements.
- Contribute to compliance and regulatory initiatives including KYC, AML, responsible gaming, and multi-jurisdiction requirements.
- Support new market and product launches by defining operational readiness requirements and coordinating delivery.
- Maintain project documentation, meeting notes, business readiness plans, and decision logs.
- Manage project tickets, coordinate with development teams, and communicate status and risks.
- Facilitate UAT, define test cases, coordinate testing, and validate requirements before release.
- Identify opportunities to automate and optimize operational workflows.
- Partner with analytics teams to define reporting requirements and operational metrics.
- Support vendor evaluations and third-party integrations.
- Collaborate with Training & Development and Operations leadership to support adoption and change management.
Requirements
What you’ll need- 3–5+ years of experience as a Business Analyst or Business Systems Analyst.
- Strong command of discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release support.
- Experience working with CRM or case management platforms.
- Comfort working in Agile/Scrum environments.
- Self-starter with the ability to independently drive workstreams forward, navigate ambiguity, identify blockers and risks, and proactively bring recommendations and solutions to stakeholders.
- Ability to manage multiple concurrent workstreams.
- Strong written and verbal communication skills.
- Analytical mindset with an interest in data and reporting.
- Experience in online gaming, fintech, payments, or another regulated industry is a strong advantage.
- Collaborative, low-ego, and proactive.
Benefits
Comp & perks- Competitive pay and benefits
- Great training and development opportunities
- Flexible vacation allowance
- Possible hybrid working options
- Start-up culture backed by a secure, global brand
- Being part of a team of rockstars!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Functional SpecificationsUser StoriesAcceptance CriteriaProcess FlowsData AnalysisOperational MetricsProcess AutomationVendor EvaluationsTesting ValidationProject Management
Soft Skills
Strong Communication SkillsAnalytical MindsetProactive Problem SolvingCollaborationSelf-Starter