Business Analyst - Customer Operations

Hard Rock Digital•United States, FL

5d•Hybrid

About The Position

Hard Rock Digital is building a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. The Customer Operations team sits at the intersection of business, product, and technology, owning the platforms and processes that power player-facing operations, supporting customer service, payments, compliance, risk, and player experience. As a Business Analyst on this team, you will be the bridge between operational stakeholders and development teams, translating real business problems into clear, actionable requirements for engineers and system administrators. This is a hands-on, high-ownership role involving leading discovery sessions, writing specifications, managing project tickets, maintaining documentation, coordinating testing, and staying engaged through implementation and go-live. You will develop deep expertise in operational systems and become a trusted partner in shaping future development.

Requirements

3–5+ years of experience as a Business Analyst or Business Systems Analyst.
Strong command of discovery, requirements documentation, user stories, acceptance criteria, UAT coordination, and release support.
Experience working with CRM or case management platforms.
Comfort working in Agile/Scrum environments.
Self-starter with the ability to independently drive workstreams forward, navigate ambiguity, identify blockers and risks, and proactively bring recommendations and solutions to stakeholders.
Ability to manage multiple concurrent workstreams.
Strong written and verbal communication skills.
Analytical mindset with an interest in data and reporting.
Collaborative, low-ego, and proactive.

Nice To Haves

Experience in online gaming, fintech, payments, or another regulated industry is a strong advantage.
CRM administration or configuration experience.
Exposure to payment processing, fraud, or identity verification tooling.
Familiarity with SQL, data warehousing, or analytics environments.
Knowledge of responsible gaming, AML, or compliance frameworks.
Experience supporting multi-state or multi-jurisdiction launches.

Responsibilities

Partner with stakeholders across Customer Service, Payments, Compliance, Risk, Responsible Gaming, Fraud, and Player Experience to gather, analyze, and document business requirements.
Manage intake and prioritization of incoming requests, assessing effort and business impact and facilitating prioritization discussions.
Write functional specifications, user stories, acceptance criteria, process flows, and business documentation.
Support payments and financial operations projects, including process automation, provider integrations, and tooling improvements.
Contribute to compliance and regulatory initiatives including KYC, AML, responsible gaming, and multi-jurisdiction requirements.
Support new market and product launches by defining operational readiness requirements and coordinating delivery.
Maintain project documentation, meeting notes, business readiness plans, and decision logs.
Manage project tickets, coordinate with development teams, and communicate status and risks.
Facilitate UAT, define test cases, coordinate testing, and validate requirements before release.
Identify opportunities to automate and optimize operational workflows.
Partner with analytics teams to define reporting requirements and operational metrics.
Support vendor evaluations and third-party integrations.
Collaborate with Training & Development and Operations leadership to support adoption and change management.