Senior Business Analyst, AI

Overview

As a Business Analyst on the SPARK incubation team, you will be the bridge between the people who have AI ideas and the architects and builders who make them real, shaping raw ideas into clear, prioritised, buildable use cases and ensuring what is built solves the intended problem.

What you'll do

• Run discovery sessions, interviews, and workshops with business teams to understand pain points, current processes, and the outcome they want
• Turn ideas into clear use case briefs covering problem statement, users, expected value, data needs, risks, and success measures
• Assess and rank ideas against business value, feasibility, data readiness, effort, and risk, and give a clear recommendation on what to build next
• Build lightweight business cases, including estimated time saved, quality gains, and cost or revenue impact, for Management and the AI steering committee
• Map as-is and to-be processes, and identify where an AI agent, an automation, or a human-in-the-loop step fits best
• Write user stories, acceptance criteria, and edge cases that architects and builders can build from without guesswork
• Specify expected AI behaviour: what the solution should do, what it should never do, when it hands over to a person, and how answers will be checked for quality
• Prepare test scenarios and evaluation datasets with the builders to measure accuracy, reliability, and usefulness before launch
• Update the initiative register
• Use SQL, Python, or low-code tools to analyse process data, test assumptions, and build simple prototypes before engineering effort is committed
• Review APIs and system documentation to confirm integration feasibility with enterprise platforms such as Salesforce, ServiceNow, Workday, and Microsoft 365
• Gather early user feedback on prototypes and turn it into prioritised backlog items
• Own and groom the product backlog, and take part in sprint planning, reviews, and retrospectives
• Plan and run user acceptance testing with business users, and manage defects and feedback through to closure
• Partner with the Change Management & Evangelist and the Support Helpdesk to turn user questions and feedback into clear improvements
• Capture baseline metrics before launch and track results afterwards
• Understand the Software Development Lifecycle to review adoption, continuous business iteration, and value realization
• Maintain the use case library, requirement templates, and playbooks

What you'll need

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience
• 5-8 years of experience as a Business Analyst or Systems Analyst in a software, technology, or digital transformation environment
• A programming background: hands-on experience writing code in at least one language such as Python, JavaScript/TypeScript, Java, or C#
• Working knowledge of SQL and REST APIs
• Proven skill in requirements engineering: process mapping, user stories, acceptance criteria, and traceability from need to delivered outcome
• Experience facilitating workshops and aligning senior business stakeholders with technical teams
• Experience working in Agile teams, with tools such as Jira and Confluence
• Working understanding of how large language models, RAG, and AI agents work and what they can and cannot do reliably, with hands-on use of AI assistants in your own work
• Strong analytical, written, and presentation skills, with the ability to explain technical ideas in plain business language
• Fluency in English

Nice to have

• Some finance background or knowledge
• Hands-on experience on AI, GenAI, or automation projects, from use case definition through to production
• Experience with low-code or agent-building tools such as Claude, Microsoft Copilot Studio or similar
• Background in CX, contact centre, CCaaS, or enterprise SaaS environments
• Familiarity with evaluating LLM output quality, including test set design and acceptance thresholds
• Business analysis certification such as CBAP or PMI-PBA
• Experience working across regions and time zones, with teams in International and the Americas

Details

• Location: Pune, India
• Work mode: NiCE-FLEX hybrid model, 2 days in the office and 3 days remote each week
• Reporting into: Jean Lee, Vice President, Business Operations, Sales Ops
• Requisition ID: 11870