Principal Business Systems Analyst

Bright Horizons•Newton, MA

2d•$103,000 - $141,000•Hybrid

About The Position

Collaborate with a team of top engineers, designers, marketers, analysts and Customer Success business partners to align and define long term capability strategies that align with our strategic goals. Oversee and determine the direction and development of business requirements to be used as the basis for software and processes utilized by Bright Horizons internal users as well external customers. The Principal Business Analyst will review these requirements and serve 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 related activities. This role is critical in delivering integrated business and information solutions to meet stakeholder needs. Approve capabilities roadmaps and define end to end system requirements to solve the greatest needs, including data integrations across various internal and 3rd party platforms. This is a hybrid role and requires in-person work at our Newton, MA headquarters 3 days a week.

Requirements

Bachelor's Degree required, 5 minimum additional years of experience would be considered in lieu of the applicable degree
7 years of relevant experience required as System analyst / Business Analyst with technical background or Product Manager experience is needed for this role

Nice To Haves

Master's Degree preferred
Strong Knowledge on Databases.
Strong analytical skills and data driven mindset--ability to identify key metrics and use data insights to drive business priorities, identify opportunities, and implement solutions
Experience building and driving a durable roadmap and ability to decompose it into requirements across enterprise platforms and operational processes
Ability to balance short and long term solutions and relentlessly prioritize the most critical work
Experience and great track record of partnering with engineering teams in an agile development environment, with experience driving grooming, planning and capacity planning
Results-focused with an aptitude for handling multiple and changing priorities efficiently and effectively
Deep customer empathy (internal/external) and curiosity
Outstanding communication skills (written/verbal), presentation and facilitation skills-can effectively frame technical discussions to a non-technical audience with high impact
Proficiency in SQL server and ability to conduct SQL queries against relational databases
Working knowledge of project planning and sprint models
Proven experience defining and supporting end-to-end system integrations across internal platforms and third-party vendors
Strong understanding of RESTful APIs, including request/response models, data contracts, versioning, and error handling
Familiarity with asynchronous and event-driven architectures, including messaging platforms such as Azure Service Bus (ASB) or equivalent, including queues, topics, and subscriptions
Ability to define and document data integration requirements, data flow and transformation rules
Experience collaborating with engineering teams on integration design decisions, including synchronous versus asynchronous patterns
Working knowledge of cloud-based and SaaS platforms and how enterprise systems integrate within cloud ecosystems
Understanding of data privacy, security, and compliance considerations when working with customer data and external integrations

Responsibilities

Develop and maintain an understanding of the processes, goals, requirements and issues related to Bright Horizons’ operational lines of business and supporting systems, specifically full-service, including how each is used and how the systems integrate to meet business needs.
Support project and enhancement requests in the Bright Horizon Full-Service Bright Star & Family Information Systems (FIC) applications and associated integrations.
Conduct user interviews, surveys, workflow reviews, research on industry best practices and user workshops documenting current (As-Is) and Future (To-Be) scenarios including processes, models, use cases, plans, flow diagrams, requirements write ups and solutions.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
Drive the development of a master test plan with the QE team that traces business requirements throughout the SDLC and ensures that all process steps are followed.
Work with Application Support, Training, Implementation, QE, and development in a business analysis capacity both reactively and proactively to support application issues, changes and modifications.
Organize and lead projects from inception to execution including creating and managing task list, project schedule, budget etc.
Work effectively with vendors to fully scope and estimate initiatives and ensure that initiatives meet cost, scope and timeline objectives and constraints.
Assist technical team through design, code, test and deploy to ensure any issues are resolved.
Approves requirements for partner scrum teams, identifies prioritization and approach of end to end execution across all internal and external partners.
Reviews end user feedback and directs incorporation back into solution design and development.
Ensure timeliness performance analysis of systems and processes to assist with business decisions.
Partner with business leaders to gather business insights, understand business problems to solve key customer pain points.
Work with key stakeholders to identify and evaluate key success metrics.
Define MVP experiences, create learning plans, quickly test, measure, and iterate based on outcomes.
Create visibility in partnership with business leaders into long term roadmaps, progress, demos, and KPI’s through group share outs and stakeholders Business Requirements Management and Solution Development
Identify opportunities to accomplish project goals in the most efficient and cost-effective manner. Business Requirements Management and Solution Development
Collaborate with business stakeholders to fully understand, define and document business requirements for software and/or process changes through a variety of means focusing on medium to high complexity projects, processes and functional areas of the applications.
Drive and challenge business users on their assumptions of how they will successfully execute their plans.
Proactively identify ways in which system and process changes can improve efficiency of key users, customer service, accuracy of results, and/or completeness of data.
Act as a change agent to help ensure that assumptions, development and implementation of new systems/processes enhance the success of the project and increase the project’s alignment with the business needs.
Serve as a liaison between business stakeholders and technical teams to ensure that requirements are properly translated into technical specifications, clarify requirements, review recommendations and+F5 answer questions.
Collaborate and build consensus between technical team and stakeholders working to balance scope, speed to market and available resources.
Ensure that all processes and documentation are consistent with best practices and Bright Horizons standards for Solution Delivery Life Cycle.
Support Activities Respond to and resolve or escalate items received in the Tier 2 ticket queue or via incoming support calls, chat sessions and emails.
Follow defined processes for support requests including documentation, categorization, status management, approvals and resolution steps.
Ensure that response and resolution times meet SLAs and user needs, and that response and resolution is consistently conducted with a high level of customer service.
Meet or exceed defined standards of resolution volumes, quality, and customer satisfaction scores.
Proactively suggest ways that the support offering can be continuously improved to provide better customer service and to provide the service more efficiently and effectively.
Communication Facilitate cross-functional project team meetings effectively and efficiently
Work with Project/Program Manager to ensure all Project Communications, document reviews and signoffs are properly executed
Ensure that feedback from key business owners is fully acknowledged and incorporated into requirements, process flow diagrams and use cases to give business leaders the confidence that they are being heard and that their needs will be met
Ensure that all materials created for communicating and facilitating discussion of intended approach are carefully tailored to the intended audience to ensure that business owners are able to give complete and accurate feedback
Resolve and/or escalate issues in a timely fashion
Communicates difficult/sensitive information tactfully
Consistently acknowledges and appreciates each team member's contributions
Effectively manage vendor relationships and ensure comprehensive communication between internal and vendor resources.