Business Systems Analyst at International Rescue Committee

Job Description

The Business Systems Analyst is a crucial position within a growing technology team to coordinate with technical stakeholders, translate stakeholder conversations to technical definitions, analyze business data, and contribute to technology road mapping. They will be a part of the 10-person Signpost technology team which supports technology that has reached 48 million people to date and continuously engages over 300 customers (Signpost program staff) in over 20 countries. This position is a core focal point working to ensure broad understanding exists of technology issues, improvements, enhancements, processes, and workflows. Success will contribute to improving the team’s accuracy, trust, transparency, and speedy delivery of new feature builds and support requests. 

The Business Systems Analyst analyzes Signpost’s technology team business practices, identifying gaps, and remediating them; documents and maintains institutional knowledge, sharing it as needed; and empowers technology product design and implementation with defined scopes of work. The Business Systems Analyst works closely with the Signpost Product Lead, product team, various working groups across IRC, and Signpost Programming teams to ensure requirements and processes are accurately documented and put to action, and that timelines are broken down into tasks that are realistic to launch. They will coordinate with humanitarian programming teams across the globe about support and feature requests, detailing changes in technology in a digestible format for developers and product administrators. They are dynamic and self-motivated with a passion for data and strong experience with enterprise systems.

Major Responsibilities
 
Technical Coordination (60%)

• Coordinates with different departmental teams to drive better business outcomes
• Stakeholder-based analysis and planning, and network mapping alongside Product Lead.  Promotes equity in development, enhancements, and support across teams with multiple conflicting interests.
• Develops requirements definitions for new tasks in Jira and contributes alongside the product lead toward defining Product Epics
• Collaborate with the product lead to establish priorities, and convert roadmap features into manageable user stories and implementation plans for long-term epics
• Creates detailed business analyses, outlining problems, opportunities and solutions
• Creates scoping documentation alongside Product Lead and Product Specialist to help set actionable, ticket based development goals
• Creates thorough, and clear conditions of satisfaction for developers and product implementation teams to improve understanding of each task’s deliverables.
• Coordinates with Signpost project teams alongside Product Teams to sequence tasks, set priorities, and define new problems or features
• Analyze Signpost support queues in Zendesk.  Manage relationships with teams to further define issues alongside country teams.  Follow up with teams to convey technical progress, updates, barriers, and next steps.
• Manages relationships with teams for resolving troubleshooting and bug fixing
• Helps design, document and maintain process changes and enhancements.
• Actively participate within the established Agile Scrum project management framework, and contribute to the adoption of this culture within the technology team

 
Data Analysis (25%)

• Gather and analysis business systems data to identify best approaches to technical program growth
• Create and edit reports and visualizations to draw insights on system data from Google Analytics website troubleshooting data, Google Search Console, and custom Content Management technology to proactively suggest feature updates and bug fixing
• Work alongside Signpost measurement officer to identify business improving analytics for country teams
• Report and analyze core product data and analytics on a bi-weekly and monthly basis

 
Business Quality Assurance (10%)

• Test business processes and recommend improvements
• Collaborate with Quality Assurance Analyst to identify and define system bugs as well as bug fixes to clarify priority for the development team using data-based decision making.
• Monitor automated integrations with other systems and suggest improvements and/or escalate issues to the appropriate support

Product Administration (5%)

• Access, create, and edit business rules (automations, macros, SLA service targets, triggers, views) in Zendesk and Jira
• Maintains a log of Signpost related costs and pricing for tools and implementation cost considerations for level-setting.

Essential Qualifications: 

• 5-7 years experience as a Business Systems Analyst, or systems focused professional in a technology or nonprofit systems environment
• At least 4 years experience in an agile-scrum technology environment
• Proven ability to apply data to derive actionable insights and define solutions to improve processes or technical features
• Excellent interpersonal, oral and written communication skills; demonstrated ability to successfully work in a fast-paced environment across time zones and geographies; 
• Communicative, innovative, and problem solving demeanor;
• Ability to develop positive relationships with local and remote staff; customer service oriented
• Ability to work independently with remote supervision
• Mission oriented and dedicated to serving on a tech for good project with unique challenges
• Required: Data proficiencies enough to find data anomalies and determine potential root cause(s).Preferred: Google Analytics, Google Search Console, Kumu, Facebook Analytics, Zendesk, Power BI, Monday, and other reporting skills
• Required: Excellent oral and written communications skills (English)
• Preferred: Spanish and French language skills. Arabic is nice to have
• Required: Experience with Agile, JIRA, and other core business analysis competencies

 Desired Qualifications: 

• Preferred: Experience with Google Cloud, Google Search and Search Engine Optimization
• Preferred: Experience with process modeling and business automations in Zapier, PowerAutomate, Zendesk, Salesforce