Business Systems Analyst - IVR systems

Role will be hybrid, preferably in Newark, NJ or Ft. Washington, PA offices (open to other hybrid office locations)

Requirements:

We are seeking a highly skilled and experienced Business Analyst with a background in implementing effective solutions. The ideal candidate will have a proven track record in leading strategic insurance programs and AI-driven transformations. This role requires a deep understanding of product delivery processes, actionable business intelligence, data modeling, and governance, especially within the insurance industry.

Key Responsibilities:

• Evaluate business processes, anticipate requirements, and uncover areas for improvement ensuring strategic alignment and operational efficiency.

• Develop actionable business intelligence and analytics to drive decision-making.

• Lead ongoing reviews of business processes and developing optimization strategies.

• Develop and implement data governance, data management, and data quality program practices and strategies.

• Model business processes for Interactive Voice Response (IVR) and implement effective solutions.

• Foster a culture of continuous improvement and excellence.

What you bring to the table:

• Demonstrated experience in redesigning IVR systems (for self-service on the voice channel) and leveraging AI solutions in the IVR space.

• Experience working in an AGILE environment.

• Strong analytical skills and proficiency in data modeling techniques.

• Scrum Master Certification.

• BA/BS in CS, Information Systems or Information management or Systems design.

• Ability to manage complex projects and deliver results in a fast-paced environment.

• Excellent communication and leadership abilities.

Bonus if you have:

• Deep expertise in insurance financial engines and regulatory compliance.

• Knowledge of SQL, Databases and Analytical/Reporting tools such as PowerBI/Tableau.