Business Analyst – Service Delivery Optimization

Description

The Digital Modernization Sector is seeking a highly qualified Business Analyst to support service delivery performance improvements and AI enablement initiatives within a Jira-based Agile Scrum environment. This role is focused on improving Service Level Requirement (SLR) performance processes, operationalizing AI capabilities, and reducing manual effort across service delivery workflows.

The Business Analyst will quickly translate operational friction into structured requirements, documentation, and automation initiatives. This position is embedded within a cross-functional Agile team and works closely with product leadership, data science, engineering, and service delivery stakeholders. This is not a general documentation role. It is execution-focused and improvement-driven.

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

Key responsibilities include:

• Analyze current-state workflows supporting SLR performance, including identification of manual processes, exclusion research, reconciliation activities, and reporting dependencies

• Document existing operational workflows and define detailed requirements to support automation and system enhancement initiatives

• Partner with data science and engineering teams to evaluate opportunities for automation, reporting improvements, and AI enablement

• Design and implement structured intake processes for AI enablement requests, including submission criteria, prioritization inputs, and evaluation checkpoints

• Develop and maintain Jira workflows to manage AI initiatives through intake, evaluation, delivery, and operationalization

• Create clear user guides, reference materials, and operational documentation for AI-enabled applications

• Document system capabilities, constraints, and practical usage scenarios to support adoption across stakeholder groups

• Develop structured communications describing AI capabilities, use cases, and operational impact for executive leadership, operational teams, and delivery organizations

• Elicit and document functional and non-functional requirements for automation initiatives, including workflow validation, ticket QA automation, and reporting enhancements

• Translate business rules and operational pain points into structured Jira epics, user stories, and acceptance criteria

• Maintain traceability between service performance objectives and backlog items

• Develop process maps and workflow documentation to support engineering implementation

• Support sprint planning, backlog refinement, QA validation, UAT activities, and operational rollout

• Bachelor’s degree with 4+ years of relevant experience (or Master’s with 2+ years)

• Experience working within Agile Scrum environments

• Demonstrated experience using Jira for backlog management and workflow tracking

• Strong experience writing 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 development of user guides and executive-level summaries

• Ability to operate effectively in a fully virtual, cross-functional environment

• Experience supporting AI-enabled tools, automation initiatives, or data-driven workflows

• Experience working with service delivery, performance metrics, or operational reporting frameworks

• Familiarity with SLR or SLA performance models

• Experience supporting QA automation, ticket review workflows, or workflow validation initiatives

• Experience working in regulated or compliance-driven environments

• Agile certification (IIBA-AAC, PMI-ACP, SAFe, or similar)

• AI enablement requests move through a structured and transparent intake process

• Existing AI applications are supported by clear, practical documentation

• Leadership has visibility into available AI capabilities and associated use cases

• Automation requirements are well-defined, testable, and…