Business Analyst – Service Delivery Optimization

The Digital Modernization sector is seeking a skilled Business Analyst to support service delivery performance improvements and AI enablement initiatives within a Jira-based Agile Scrum environment
.

This role focuses on enhancing Service Level Requirement (SLR) processes, operationalizing AI capabilities, and reducing manual effort across service delivery workflows.

The Business Analyst will translate operational challenges into structured requirements, documentation, and automation initiatives while working within a cross-functional Agile team alongside product leadership, data science, engineering, and service delivery stakeholders. This is an execution-focused, improvement-driven role rather than a general documentation position.

The Business Analyst will drive process improvement, automation, and AI enablement initiatives by converting operational needs into structured requirements and backlog deliverables.

Key responsibilities include:

• Analyze current SLR performance workflows, identifying manual processes, reconciliation activities, reporting dependencies, and exclusions.
• Document existing workflows and define detailed requirements for automation and system enhancement.
• Collaborate with data science and engineering teams to identify automation, reporting, and AI opportunities.
• Design and implement structured intake processes for AI requests, including submission criteria, prioritization inputs, and evaluation checkpoints.
• Develop and maintain Jira workflows to manage AI initiatives from intake through delivery and operationalization.
• Create user guides, reference materials, and operational documentation for AI-enabled applications.
• Document system capabilities, constraints, and practical usage scenarios to support adoption.
• Prepare structured communications outlining AI capabilities, use cases, and operational impact for leadership and delivery teams.
• Elicit and document functional and non-functional requirements for automation initiatives.
• Translate business rules and operational pain points into Jira epics, user stories, and acceptance criteria
  .
• Maintain traceability between service performance objectives and backlog items.
• Develop process maps and workflow documentation for engineering implementation.
• Support sprint planning, backlog refinement, QA validation, UAT, and operational rollout.

• Bachelor’s degree with 4+ years of relevant experience (or Master’s with 2+ years
  ).
• Experience working in Agile Scrum environments.
• Hands-on experience using Jira for backlog management and workflow tracking.
• Strong ability to write structured user stories, acceptance criteria, and requirements documentation.
• Experience documenting business processes, workflows, and operational procedures.
• Experience supporting automation, reporting, or system enhancement initiatives.
• Strong written communication skills, including user guides and executive summaries.
• Ability to work effectively in a fully remote, cross-functional environment.

• Experience with AI-enabled tools, automation initiatives, or data-driven workflows.
• Experience supporting service delivery, performance metrics, or operational reporting.
• Familiarity with SLR/SLA performance models
  .
• Experience with QA automation, ticket review workflows, or workflow validation.
• Experience in regulated or compliance-driven environments.
• Agile certification (IIBA-AAC, PMI-ACP, SAFe, or similar).

• AI enablement requests follow a structured and transparent intake process.
• AI applications are supported by clear and practical documentation.
• Leadership has visibility into available AI capabilities and use cases.
• Automation requirements are well-defined, testable, and executable.
• SLR workflows with high manual effort are documented and improved.
• Manual reconciliation and reporting effort is reduced through automation.
• Backlog items are precise, measurable, and aligned with operational outcomes.

• Pay Range: $73,450 – $132,775 (guideline; actual compensation depends on experience, skills, education, and market factors).