Principal Business Systems Analyst

Overview

Collaborate with a team of engineers, designers, marketers, analysts and Customer Success partners to align and define long term capability strategies that support strategic goals. Oversee and determine the direction and development of business requirements to be used as the basis for software and processes for Bright Horizons internal users and external customers. The Principal Business Analyst reviews these requirements and serves as a subject matter expert for business stakeholders and technical teams.

Works independently on high profile, complex projects, providing leadership and driving collaboration across disciplines in all solution development activities. Deliver integrated business and information solutions to meet stakeholder needs. Approve capabilities roadmaps and define end to end system requirements to solve needs, including data integrations across internal and third party platforms.

This is a hybrid role and requires in-person work at our Newton, MA headquarters 3 days a week.

• Develop and maintain an understanding of Bright Horizons operational lines of business and supporting systems, including how each is used and how the systems integrate to meet business needs.

• Support project and enhancement requests in the Full-Service Bright Star & Family Information Systems (FIC) applications and associated integrations.

• Conduct user interviews, surveys, workflow reviews, and research on industry best practices; document current (As-Is) and future (To-Be) scenarios including processes, models, use cases, plans, flow diagrams, requirements write ups and solutions.

• Critically evaluate information from multiple sources, reconcile conflicts, decompose high-level information into details, and distinguish user requests from underlying needs.

• Drive the development of a master test plan with the QE team that traces business requirements throughout the SDLC and ensures processes are followed.

• Collaborate with Application Support, Training, Implementation, QE, and development in a business analysis capacity to support issues, changes and modifications.

• Organize and lead projects from inception to execution, including creating and managing task lists, schedules, and budgets.

• Work with vendors to scope and estimate initiatives and ensure they meet cost, scope and timeline objectives.

• Assist technical teams through design, code, test and deployment to resolve issues.

• Approve requirements for partner scrum teams and prioritize end to end execution across internal and external partners.

• Review end user feedback and incorporate it into solution design and development.

• Ensure timely performance analysis of systems and processes to inform business decisions.

• Partner with business leaders to gather insights and understand problems to solve customer pain points.

• Identify and evaluate key success metrics with stakeholders.

• Define MVP experiences, create learning plans, test quickly, measure, and iterate based on outcomes.

• Create visibility into long term roadmaps, progress, demos, and KPIs through group share outs and stakeholder communications.

• Manage Business Requirements Management and Solution Development activities.

• Identify opportunities to accomplish goals efficiently and cost-effectively.

• Collaborate with stakeholders to define and document requirements for software and/or process changes for medium to high complexity projects and functional areas.

• Challenge business users on their assumptions and identify ways to improve efficiency, accuracy and data completeness.

• Act as a change agent to ensure new systems/processes align with business needs.

• Serve as a liaison between business stakeholders and technical teams to translate requirements into technical specifications and facilitate consensus on scope, speed to market, and resources.

• Ensure processes and documentation align with best practices and Bright Horizons Solution Delivery Life Cycle standards.

• Support activities

• Respond to and resolve or escalate items in the Tier 2 queue or via support channels.

• Follow defined processes for support requests, including documentation, categorization, status management, approvals and resolution steps.

• Meet or exceed defined SLAs for response and resolution times and maintain high customer service levels.

• Proactively suggest improvements to the support offering for efficiency and better service.

• Communication

• Facilitate cross-functional project team meetings and coordinate with the Project/Program Manager on communications and signoffs.

• Ensure feedback from key business owners is acknowledged and incorporated into requirements, process flow diagrams and use cases.

• Tailor materials for the intended audience to gather complete and accurate feedback.

• Resolve and/or escalate issues in a timely fashion and communicate difficult information tactfully.

• Acknowledge team contributions and manage vendor relationships effectively.

• Bachelor's Degree required; 5 additional years of experience may be considered in lieu of the…