Business System Analyst

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Title: Business System Analyst

Requisition ID: 49086

City: Toronto

Country/Region: CA

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses.

Job Description

Job Summary : We are seeking a skilled and detail-oriented Business System Analyst to join our team with strong experience in Verint Recording, NICE Workforce Management (WFM) & Contact Center. The ideal candidate will be responsible for analyzing business processes, identifying areas for improvement, and developing strategies to enhance efficiency and productivity. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a deep understanding of business operations and IT systems.

Key Responsibilities

• Collaborate with stakeholders to understand their needs and gather detailed business requirements.
• Analyze data to identify trends, patterns, and insights that inform business decisions.
• Develop and document business process models to illustrate current and future states.
• Propose and design technical and process solutions that meet business needs and objectives.
• Work with IT and other departments to implement solutions and ensure they align with business goals.
• Communicate findings, recommendations, and project updates to stakeholders and executives.
• Create detailed documentation of business requirements, processes, and solutions.
• Participate in testing and validating new systems and processes to meet business requirements.
• Identify opportunities for process improvements and contribute to ongoing optimization efforts.

Required Skills

• Proven Experience: Minimum of 7-10 years of experience as a Business System Analyst, with Verint Recording, NICE Workforce Management (WFM) & Contact Center experience
• Strong analytical and problem-solving skills.
• Proficiency in analyzing complex data sets, identifying patterns, and deriving meaningful insights to support decision-making and problem-solving.
• Excellent verbal and written communication skills to effectively interact with stakeholders, convey technical information clearly and create comprehensive documentation.
• Understanding of business system processes, workflows, and industry-specific knowledge to align solutions with organizational goals and strategies.
• Capability to identify issues, evaluate alternatives, and propose innovative solutions to address business challenges.
• Familiarity with business analysis tools, data analysis software, and an understanding of software development methodologies (Agile, Waterfall, etc.).
• Expertise in gathering and documenting detailed business requirements, creating functional specifications, and user stories.
• Skill in managing relationships and expectations among diverse stakeholders, including clients, users, developers, and management.
• Ability to adapt to changing project scopes, priorities, and timelines while remaining focused on delivering quality outcomes.
• Knowledge of project management methodologies and tools.

Additional Details

Verint Recording for Public Safety is a NG911-ready solution for capturing 911, radio, video, and text communications across multiple channels, including PBX, VoIP, radio systems, chat digital collaboration, email, mobile voice, SMS, and face-to-face — all on a single recorder.

NICE Workforce Management (WFM) is a CXone contact center feature suited with AI-powered forecasting, scheduling, employee engagement, and performance management capabilities. NICE WFM is best for enterprise-level omnichannel contact centers with a high inbound contact volume.