Business Analyst – Data & MI Enablement (GCB 5)

Requirements Definition & Analysis 

• Produce high-quality Business Requirement Documents (BRDs), functional requirements, data requirements, and scope definitions. 

• Facilitate workshops and working sessions to capture reporting, analytics, and data needs. 

• Develop process maps including As-Is and To-Be states for data flows, reporting processes, and MI consumption. 

• Translate business requirements into clear user stories, acceptance criteria, and data specifications for delivery teams. 

Genesys Cloud & Contact Center Analytics 

• Support analytics and MI requirements related to Genesys Cloud, including operational, performance, and customer interaction data. 

• Work with stakeholders to define and interpret contact center metrics, trends, and insights. 

• Collaborate with platform and data teams to ensure accurate ingestion, transformation, and reporting of Genesys data. 

UI/UX & MI Design 

• Apply UI/UX design principles to dashboards and reports to ensure clarity, usability, and effective decision support. 

• Partner with designers and developers to define intuitive layouts, navigation, and role-based views. 

• Ensure MI designs focus on actionable insights, not just data presentation. 

Stakeholder Management & Communication 

• Act as a key liaison between business, data, technology, and delivery teams. 

• Manage and align expectations across multiple stakeholder groups, including senior management. 

• Communicate complex data and analytics concepts in a clear and business-friendly manner. 

• Support governance forums with clear documentation, analysis, and reporting. 

Delivery Tracking & Reporting 

• Track requirements and delivery progress using JIRA and Confluence. 

• Maintain clear documentation, traceability, and status reporting for MI and analytics deliverables. 

• Support project governance through delivery tracking, risk and issue management, and reporting. 

• Ensure timely and quality delivery in line with agreed scope and milestones. 

• Lead end-to-end Data and BI/MI requirements management, from demand intake and analysis through design, validation, and delivery. 

• Elicit, analyse, and document business and data requirements for dashboards, reports, and analytical solutions. 

• Perform gap analysis between current-state reporting capabilities and target-state MI and analytics needs. 

• Ensure all MI outputs align to enterprise data standards, definitions, and governance principles. 

• Support the delivery of trusted, reconciled, and auditable MI for operational and management reporting. 

• Lead end-to-end Data and BI/MI requirements management, from demand intake and analysis through design, validation, and delivery. 

• Elicit, analyse, and document business and data requirements for dashboards, reports, and analytical solutions. 

• Perform gap analysis between current-state reporting capabilities and target-state MI and analytics needs. 

• Ensure all MI outputs align to enterprise data standards, definitions, and governance principles. 

• Support the delivery of trusted, reconciled, and auditable MI for operational and management reporting. 

• Strong experience in Data Analytics and BI/MI requirements management (end-to-end). 

• Proven expertise in: 

• Gap analysis 

• BRD drafting and scoping 

• As-Is / To-Be process mapping 

• Solid UI/UX design understanding, particularly for dashboards and reporting solutions. 

• Excellent stakeholder management and communication skills. 

• Experience in project delivery tracking and reporting within structured delivery environments. 

• JIRA and Confluence 

• Genesys Cloud 

• Qlik Sense and Looker 

• Genesys Cloud Platform (GCP) environment 

• Knowledge of banking products and services. 

• Understanding of contact center KPIs and performance metrics (e.g., AHT, FCR, SLA, CSAT). 

• Sierra Analytics Suite