Business Systems Analyst

Responsibilities

Kforce is immediately seeking an experienced Business Analyst in support of our enterprise telecommunications and mass media client based in Stamford, CT. Summary We are looking for a Business Analyst with expertise in customer experience and digital servicing to support our Chat Messaging Product Team. This role will focus on defining and documenting business requirements (BRDs) for chat enhancements, ensuring alignment between customer needs, product goals, and technology solutions. The ideal candidate will work closely with product managers, developers, designers, and vendors to optimize chat flows, improve customer interactions, and drive efficiency in digital servicing. Responsibilities:

• Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies
• Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP, Foundever) to ensure seamless implementation of chat solutions
• Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities
• Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories
• Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption)
• Ensure all requirements align with customer expectations, operational feasibility, and business goals
• Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
• Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives
• Document and maintain process improvements to streamline chat interactions and agent handoff experiences
  
  

Requirements

• 3-5 years of experience as a Business Analyst in digital servicing, chat, or customer experience
• Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products
• Strong understanding of chat platforms, AI-powered chatbots, and digital self-service solutions
• Experience with business analysis tools (JIRA, Confluence, Microsoft Visio, and other BA documentation software)
• Familiarity with Agile and Scrum methodologies in software development
• Knowledge of customer experience best practices and UX principles
• Excellent analytical, communication, and stakeholder management skills
  
  

Preferred Qualifications

• Experience working in telecommunications or digital customer support
• Understanding of APIs, web services, and conversational AI (nice to have)
• Prior experience with AI-driven chat optimization and automation
  
  

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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