Business Analyst

About Firstsource
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. 

Job Title: Business Analyst 

Main Purpose of job

We are looking for young, highly motivated business analyst with a critical thinking mindset to join our Business Analysis & Consulting Unit. As a Business Analyst, you will play a crucial role in identifying, improving and developing Digital solutions that drive strategic goals of organization and Clients. This is a tremendous opportunity to learn and participate in high-priority initiatives and multi-team collaboration across various business segments within the organization.

• Ability to drive process analysis, opportunity assessment and stakeholder communication, workshops and meetings
• Elicit requirements, identify solution and delivery defined functional specification documents including Business process mapping/modelling and BRDs.
• Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, conversational IVR, AR/VR etc. in delivering enhanced experience
• Exposure and sound understanding to developing Business case ROI
• Understanding various partner solutions (digital transformation) and positioning them optimally in solutioning phase of the projects based on client requirements
• Ensure requirements are communicated and tracked correctly to development and testing teams
• Liaise between Business and Technology teams effectively and develop meaningful relationships through collaboration with stakeholders
• Design technical architecture of client applications with partner and Firstsource solutions, demonstrate technical feasibility and operational details to client IT stakeholders
• Business analysis covering but not limited to capability assessment /business process analysis /financial analysis/ feasibility analysis
• Understands emerging CX philosophy and practices and impact of technology like AI, ML, RPA, Bots, conversational IVR, AR/VR etc. in delivering enhanced experience
• Assisting in the business development process including writing and reviewing proposals, providing technical approaches, estimates, and schedules to proposal managers, and working with account managers to identify opportunities to grow our business with existing
• Conducting regular meetings and discussions with the client Project teams to establish and manage expectations.

Other key requirements:

• Experience with requirements documentation tools
• Good verbal/written communication skills
• Strong analytical, problem solving and critical thinking skills
• Understands contact center operations, changing landscape of contact centers, omni-channel and multi-channel experiences
• Direct client interaction to capture requirements in at least 2 projects
• A keen eye for detail and impactful message creation experience for go to market collaterals
• Good understanding of project business case builds out (benefit case vs cost case)
• Ability to understand system requirements/ service end points/data mapping and capture requirements/dependencies accurately
• Implementation experience of omni-channel solutions
• At least 2 - 3 project experience or exposure or good understanding of Conversation AI solution or technologies
• Experience with industry standard platforms such as SFDC, contact center telephony etc

Experience

• Bachelor’s or Master’s degree in business administration preferred
• Overall experience of 5 years+ of relevant experience with at least 2 years of functional knowledge in contact centre operations (business applications /processes /platform) for any industry
• Strong experience in story telling, creation of go to market collaterals, value proposition pack and business case creation preferred
• Formal requirements analysis experience in at least 4 projects or 2 years of relevant experience related to requirements gathering, exposure to testing and development support.

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.