Business Systems Analyst : 26-02158

Technical Project Manager / Business Systems Analyst

We are seeking an experienced Technical Project Manager / Business Systems Analyst to lead cross-functional IT initiatives supporting customer support platforms and associated technologies. The ideal candidate will have strong experience managing complex technology projects, gathering and documenting business requirements, coordinating Agile and Waterfall project delivery, and partnering with IT, Product, and Support teams to deliver scalable, high-quality solutions. This role requires exceptional project management, stakeholder communication, and process improvement skills in a fast-paced technology environment.

Key Responsibilities:

• Lead end-to-end delivery of IT projects supporting customer support systems and related technologies.
• Partner with IT, Product, and business stakeholders to plan, design, develop, test, and deploy system enhancements.
• Gather, analyze, document, and validate business requirements, user stories, functional specifications, and design documents.
• Maintain and prioritize product backlogs while supporting multiple concurrent initiatives.
• Coordinate project activities, timelines, dependencies, risks, and deliverables across cross-functional teams.
• Facilitate design reviews, walkthroughs, project meetings, and stakeholder communications.
• Lead Quality Assurance (QA) activities and coordinate User Acceptance Testing (UAT) to ensure successful solution delivery.
• Identify project risks, dependencies, and potential roadblocks, developing mitigation strategies to keep projects on schedule.
• Drive continuous process improvements, data quality initiatives, system optimization, and operational scalability.
• Ensure all project documentation, including BRDs, user stories, design documents, test plans, meeting minutes, and project artifacts, is completed, approved, and maintained in the central repository.
• Train and mentor team members on new processes, tools, and best practices while fostering collaboration across IT and business teams.

Must-have

Skills:

• 5+ years of Technical Project Management or Business Systems Analysis experience leading complex IT projects.
• Strong experience managing software development projects using both Agile and Waterfall methodologies.
• Experience gathering, documenting, and managing business requirements, BRDs, user stories, functional specifications, and test plans.
• Hands-on experience coordinating QA, UAT, and production deployments.
• Strong proficiency with Jira for backlog management, sprint planning, and project tracking.
• Excellent project planning, risk management, dependency management, and stakeholder communication skills.
• Experience facilitating meetings, documenting action items, and driving cross-functional collaboration.
• Strong analytical, organizational, problem-solving, and documentation skills.
• Ability to manage multiple projects simultaneously in a fast-paced environment.

Nice-to-have

Skills:

• Experience working within High Technology Customer Support or Technical Support organizations.
• Familiarity with New Product Introduction (NPI) processes and product lifecycle management.
• Experience with data quality, system optimization, and business process improvement initiatives.
• Knowledge of SDLC best practices and enterprise application implementations.
• Experience working with cross-functional engineering, operations, and customer support teams.

Preferred Qualifications:

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field.
• PMP, PMI-ACP, CSM, or other Project Management/Agile certification preferred.
• Experience supporting enterprise customer support platforms and IT service management environments.