Business Analyst

Job Description

• Gather, analyze, and document business requirements, user stories, acceptance criteria, and process flows.
• Translate business needs into functional and non-functional specifications for communication platforms (SMS, Email, Push, WhatsApp, In-app, Chatbots).
• Perform gap analysis and impact assessments across CRM, mobile applications, core banking, middleware, and workflow systems.
• Support the design of message templates, triggers, routing rules, and customer journey workflows.
• Collaborate with engineering teams on API-based integrations for real-time and batch messaging.
• Act as the primary liaison between business stakeholders, product owners, engineers, and vendors.
• Facilitate workshops, UAT sessions, and requirement walkthroughs.
• Support backlog grooming, release planning, SIT/UAT cycles, and compliance validation.
• Maintain BRDs, FRDs, user stories, process maps, and workflow documentation.

Qualifications

• Strong understanding of omnichannel communication platforms and customer engagement systems.
• Experience with tools such as Twilio, Infobip, Braze, Adobe Campaign, Firebase, SendGrid, or similar platforms.
• Knowledge of APIs, JSON, event-driven integrations, and orchestration workflows.
• Experience working in Agile or Scrum environments using tools like Jira, Confluence, and Figma.
• Strong analytical, documentation, and stakeholder management skills.
• Banking or financial services experience is preferred.
• Excellent communication and problem-solving abilities.

Experience

• 5–10 years of experience as a Business Analyst in digital platforms or customer communication domains.
• Hands-on experience delivering communication platform enhancements.
• Exposure to regulated environments (banking or financial services preferred).
• Proven ability to manage multiple initiatives under tight timelines.