Business Analyst

• Translate customer business requirements into technical designs and product configurations
• Work closely with customer sales and service organizations to define application metrics, reports, dashboards, data mapping, and other integration requirements
• Implement customer requirements using NICE’s software solutions

IT Business Analyst

• Support customers using the mortgage document preparation platform
• Serve as the primary point of contact for customer service and support
• Manage inquiries and requests through a helpdesk system
• Troubleshoot issues and identify effective solutions
• Gather and translate customer change requests into technical requirements
• Collaborate with support and product teams for solution delivery
• Migrate approved changes through environments as needed

Solutions Analyst

• Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules
• Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization
• Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events
• Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT)
• Ability to assess workforce trends, staffing models and operational data to develop strategic recommendations that support business continuity, service level achievement and long-term operational scalability.
• Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Skilled in translating complex workforce data into concise, executive-level insights and recommendations tailored for senior leadership audiences.
• Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps and workforce inefficiencies before they impact business performance.
• Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, skill-based routing, and schedule modifications
• Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals
• Work with global teams to manage and coordinate staffing for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets
• Respond to real-time incidents, including system outages, weather-related issues, or unexpected increases in contact volume, by making immediate operational adjustments
• Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity
• Use real-time data to analyze and identify trends that impact workforce performance, TSE / agent productivity, and customer experience
• Provide recommendations for process improvements, staffing efficiencies, and better resource allocation based on real-time observations
• Contribute to continuous improvement efforts in workforce management processes by identifying areas of inefficiency or opportunity
• Work closely with Operations, Scheduling, and Forecasting teams to ensure alignment between real-time management and broader workforce strategies
• Support global workforce optimization efforts by sharing insights and contributing to the development of best practices

Business Process Analyst, Senior

• Definir funcionalmente los productos de cartera (créditos, condiciones, tasas, amortizaciones, mora, etc.) y traducirlos a especificaciones que el equipo de Smart Contracts pueda implementar en Vault.
• Actuar como el puente entre negocio y los Smart Contracts.
• Colaborar con el equipo que implementa los Smart Contracts en Vault, traduciendoreglas funcionales a especificaciones técnicas detalladas.

• Gestionar y consolidar la visión de portafolio del programa
• Asegurar que las iniciativas, proyectos y evoluciones estén alineadas
• Mantener visibilidad clara de iniciativas activas y futuras
• Apoyar al PBA en la priorización del portafolio
• Asegurar trazabilidad entre avenidas de evolución e iniciativas del portafolio
• Identificar y gestionar dependencias cruzadas
• Preparar insumos consolidados para reportes de programa
• Apoyar la definición y operación de criterios de entrada y salida al portafolio.

• Elicitación y documentación de requerimientos funcionales complejos.
• Modelado end-to-end de procesos de negocio (Suscripción, Siniestros).
• Elaboración de documentos BRD/FSD.
• Análisis de gaps entre Salesforce/Vlocity y los requerimientos de negocio.
• Configuración de componentes OmniStudio.
• Gestión del Backlog del producto.
• Habilidades organizativas y de ejecución.
• Comunicarse y colaborar con las partes interesadas en diferentes departamentos y proveedores de tecnología cuando lo requiera el proyecto.

Business Analyst, Salesforce – Intermedio

• Liderar el análisis funcional en proyectos Salesforce/Vlocity.
• Definir la arquitectura funcional para proyectos del sector seguros.
• Mentoring y supervisión de Business Analysts junior y medio.
• Interlocución con Stakeholders de nivel Senior.
• Diseñar la estrategia de migración y cutover.
• Aplicar técnicas de Design Thinking para la definición de soluciones.
• Contribuir a la elaboración de RFP/SOW.
• Comunicarse y colaborar con las partes interesadas en diferentes departamentos y proveedores de tecnología cuando lo requiera el proyecto.

Senior Business Analyst, Salesforce

• Lead execution of analysis to identify potential growth opportunities for merged firms
• Leverage analyses to help lead working sessions with merged firm leaders and partner base to assess potential opportunities and align on focus areas
• Support development of Strong Start growth plans for each merged firm
• Support refinement of processes and dashboards/reports to monitor and ensure execution against Strong Start growth plans
• Translate complex business needs into clear, actionable user stories
• Proactively identify gaps, risks, and process improvements
• Collaborate with stakeholders to identify opportunities for process improvement and technology adoption
• Conduct thorough analysis of existing processes, systems, and data to identify areas for improvement
• Build strong relationships with internal and external stakeholders
• Develop and maintain subject matter expertise in relevant technologies

Senior Business Analyst, ePMO

• Levantamiento y análisis de requerimientos.
• Creación de historias de usuario y criterios de aceptación.
• Acompañamiento funcional al equipo de desarrollo.
• Ejecución y validación de pruebas funcionales/UAT.
• Reporte y seguimiento de incidencias.
• Participación en ceremonias Scrum.
• Gestión y seguimiento de tareas en Jira

• Own and manage HR Technology intake and case requests through triage, prioritization, analysis, and resolution
• Translate business and operational needs into scalable, compliant HR system, data, and process solutions for HR leadership review
• Analyze issues end-to-end, with attention to root causes and downstream impacts when developing solutions
• Serve as a subject matter expert for assigned HR platforms (e.g., HRIS, ATS, learning, compensation), including configuration and maintenance
• Generate and validate recurring and ad hoc reporting to support HR metrics, compliance, and business insights
• Support dashboards and executive-ready materials by ensuring data accuracy, consistency, and clear documentation
• Proactively manage work and timelines, escalating risks early and proposing mitigation plans when delivery is at risk
• Partner with IT and vendors on system enhancements, upgrades, integrations, and troubleshooting
• Proactively audit HR data and support internal and external audits through documentation, data extracts, and evidence
• Develop standards, documentation, and guidance to improve system usage, data quality, and end-to-end HR process efficiency
• Contribute HR technology expertise to cross‑functional and global HR initiatives

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