Senior Business Unit Systems Analyst

We are looking for a Senior Business Unit Systems Analyst to join our Operations Process Management (OPM) team, supporting our Connected Living – Mobile Solutions business.

In this role, you will act as a key bridge between business and IT teams, ensuring that complex systems supporting policy and claims operations function seamlessly across multiple customer touchpoints (call centers, IVR, web, and mobile applications).

You will play a critical role in production support, system analysis, and testing, helping ensure a consistent and high-quality customer experience across our platforms. This position requires strong analytical thinking, a data-driven mindset, and the ability to navigate fast-paced, evolving environments.

Key Responsibilities

• Provide production support and triage for issues impacting systems, call centers, and customer-facing platforms
• Investigate, reproduce, and document system defects, working closely with IT to drive resolution
• Analyze system behavior using SQL and data-driven insights to support troubleshooting and decision-making
• Support and execute User Acceptance Testing (UAT) and validate that solutions meet business needs
• Partner with IT teams to track, prioritize, and resolve defects and enhancements
• Collaborate across teams to ensure systems are aligned across multiple entry points (IVR, web, apps, call center tools)
• Support new product implementations, enhancements, and integrations for mobile and insurance-based solutions
• Identify not only immediate fixes but also long-term, scalable solutions to recurring issues
• Coordinate closely with cross-functional stakeholders including IT, Operations, Product, Compliance, and Marketing
• Contribute to initiatives aimed at improving customer experience, efficiency, and system performance

Required Qualifications

• 7+ years of experience as a Business Analyst, Systems Analyst, or similar role
• Bachelor’s degree in Business Administration, Information Technology, or a related field (or equivalent experience)
• Strong experience supporting complex systems and integrations in production environments
• Hands-on experience with SQL and data analysis (ability to independently query and interpret data)
• Experience with production support, issue triage, and defect management
• Solid understanding of testing methodologies and UAT processes
• Excellent problem-solving skills with the ability to analyze and resolve complex issues
• Strong communication and stakeholder management skills (ability to translate technical and business needs)
• High level of attention to detail, organization, and follow-through
• Ability to manage multiple priorities in a fast-paced and dynamic environment
• Advanced English communication skills (written and verbal)

Preferred Qualifications

• Experience working in Agile environments
• Background supporting telecom, mobile, insurance, or digital platforms
• Experience working with multi-channel systems (web, IVR, apps, call center platforms)
• Project Management or Business Analysis certifications
• Experience collaborating closely with IT delivery and development teams

Why Join Us?

• Work on high-impact systems supporting leading mobile carriers and large-scale operations
• Be part of a team that directly influences customer experience across digital and operational channels
• Collaborate with cross-functional and globally distributed teams
• Gain exposure to complex integrations, product launches, and continuous system improvements
• Thrive in an environment that is dynamic, evolving, and driven by data and innovation
• Competitive compensation aligned with market and internal equity