Business Analyst – Customer Operations

The Leaflet

Business Analyst in Customer Operations team at Hard Rock Digital. Translate operational requirements into actionable specifications for engineering and system administration.

Posted 7/1/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in gathering and documenting business requirements, managing project workflows, and supporting compliance initiatives in regulated industries. Proficient in facilitating UAT, writing functional specifications, and collaborating with cross-functional teams to drive operational improvements.

Highest-signal resume keywords

Business Requirements DocumentationUAT CoordinationAgile/Scrum ExperienceCRM or Case Management PlatformsCompliance and Regulatory Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Functional SpecificationsUser StoriesAcceptance CriteriaProcess FlowsData AnalysisOperational MetricsProcess AutomationVendor EvaluationsTesting ValidationProject Management

Soft Skills

Strong Communication SkillsAnalytical MindsetProactive Problem SolvingCollaborationSelf-Starter

Industry Keywords

KYCAMLOnline GamingFintechPaymentsRegulated IndustryStakeholder EngagementChange ManagementOperational ReadinessThird-Party Integrations

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!