Senior Business Analyst

Mastercard • O’Fallon, MO

3d

About The Position

Program Governance & Success supports how large, cross-functional initiatives (“Programs”) operate within Mastercard. Our team maintains the structures, standards, and guidance that Programs rely on and helps teams navigate them effectively so they can deliver consistently and at scale.

We are seeking a Senior Business Analyst who will play a key role in improving how teams access information, understand processes, and make decisions. This role combines business analysis, content and process design, cross-functional partnership, and light tooling configuration. You will help design intuitive internal experiences, including a centralized intelligence hub and an internal chatbot, primarily through configuration, content structuring, and conversational logic, not model building or machine learning.

Alongside this tooling work, you will analyze feedback and trends, support process clarification, streamline documentation, and help strengthen consistency across how teams operate. You will partner closely with engineering, governance, and operational teams to translate business needs into clear requirements, shape internal improvements, and enable teams to work with greater clarity and confidence.

This role is ideal for someone who enjoys bringing structure to complex environments, improving how information flows across teams, and creating accessible, user-friendly internal resources, while using AI-assisted tools as one part of a broader toolkit.

Requirements

• Bachelor’s degree in Business, Information Systems, Operations, or a related field, or equivalent practical experience.
• Experience as a Business Analyst or in a similar role involving requirements gathering, process documentation, tooling enablement, or operational analysis.
• Hands-on experience building, configuring, or maintaining AI-enabled tools, chatbots, or knowledge-based systems (no coding required).
• Strong ability to translate business needs into structured requirements, user stories, process flows, and functional specifications.
• Demonstrated experience partnering with both technical and non-technical teams to deliver internal tools, workflows, or operational improvements.
• Analytical mindset with experience using qualitative and quantitative data to identify trends, risks, and opportunities.
• Excellent communication skills, with the ability to explain complex concepts clearly and confidently to diverse audiences.
• Proven ability to work independently, manage multiple priorities, and bring structure to ambiguous or evolving problem spaces.
• Strong problem-solving skills, with the ability to break down complex challenges and develop clear, actionable recommendations.
• Experience developing documentation, workflows, guidance, or other materials that help teams understand and follow established processes.

Nice To Haves

• Experience supporting governance frameworks, operating models, or structured decision-making processes.
• Background in program management, consulting, operational excellence, or process improvement.
• Familiarity with enterprise collaboration and analysis tools such as agile tooling, wiki documentation, Business Intelligence (BI) or Data Analytics, or similar collaboration and analysis platforms.
• Ability to facilitate workshops, assessments, or cross-functional discussions to gather insights and align stakeholders.
• Strong documentation and communication skills, with experience simplifying complex concepts for broad audiences.
• Experience working in large, matrixed organizations or with cross-functional teams.
• Exposure to knowledge management, content organization, or information architecture in an enterprise setting.
• Interest in emerging technologies and how they can support smarter, more scalable ways of working.

Responsibilities

• Design and deliver AI-enabled internal tools that help teams access information, make decisions, and work more effectively.
• Build and maintain an internal chatbot that provides reliable, easy-to-understand guidance on standards, processes, and best practices.
• Gather business needs and translate them into clear requirements, user stories, and process flows for internal tooling and operational improvements.
• Analyze data and feedback to identify trends, risks, and opportunities to improve how teams work across the organization.
• Partner with engineering, governance, and operational teams to refine requirements and ensure solutions are scalable and aligned to business priorities.
• Support governance processes by creating clear workflows, decision criteria, and documentation that help teams understand and follow required practices.
• Participate in cross-functional discussions to understand challenges, capture insights, and identify opportunities to simplify and strengthen ways of working.
• Lead structured reviews and assessments to understand how teams are performing and where additional clarity, guidance, or support may be needed.
• Influence lasting improvements that lead to sustained behavior change, clearer decision-making, and stronger alignment to how Programs are expected to operate.
• Create and maintain a centralized resource hub that makes standards and guidance easy for teams to find and apply.

Benefits

• insurance (including medical, prescription drug, dental, vision, disability, life insurance)
• flexible spending account and health savings account
• paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
• 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
• 10 annual paid U.S. observed holidays
• 401k with a best-in-class company match
• deferred compensation for eligible roles
• fitness reimbursement or on-site fitness facilities
• eligibility for tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees