LTSS Business Process Analyst IV

Job Summary:

The LTSS Business Process Analyst IV is a senior-level position responsible for driving strategic initiatives and leading cross-functional teams to deliver innovative solutions that address complex business challenges. This role bridges the gap between business needs and technology solutions while influencing organizational strategy and fostering a culture of collaboration and continuous improvement.

Essential Functions:

• Establish and maintain strong relationships with senior stakeholders to understand business goals and drive alignment on strategic initiatives. Collaborate with executive leadership, IT, product management, and other departments to ensure cohesive strategy execution and successful implementation of requirements.
• Review project artifacts such as business cases, contracts and architectural diagrams to ensure alignment with business objectives and requirements.
• Identify, sequence, create, and maintain Epics throughout their lifecycle, ensuring traceability and alignment with strategic objectives.
• Operate cross-functionally across teams and business areas to coordinate updates for Epics and Features, ensuring smooth transitions and alignment during refinement processes.
• Oversee Epic and Features throughout their lifecycle for multiple high-impact projects and programs, managing resource allocation, risk assessment, and stakeholder communication to ensure successful outcomes and alignment with business strategy.
• Lead teams in complex requirements elicitation efforts using advanced facilitation and modeling techniques. Ensure comprehensive requirements documentation and traceability that aligns with strategic objectives according to corporate standards.
• Provide input on project status reports related to requirements, assist in resolving escalated items, and escalate issues or risks to the Program/Project Manager and Product Owner as needed. Also provide input on change requests, incremental funding, and strategic estimates, including Business Analyst estimates.
• Designs and maintains operational analytics across multiple program functions, including process flow mapping, task volume tracking, triage logic, escalation framework development, staffing ratio modeling, average handle time (AHT) analysis, and workload balancing by member segment.
• Translates complex business needs into measurable KPIs and executive dashboards, enabling real-time performance tracking and informed decision making; also provides strategic oversight across multiple functional areas to ensure alignment between data insights and operational goals.
• Provide leadership and mentorship to business analysts and project teams, fostering a culture of knowledge sharing, professional growth, and continuous improvement.
• Prepare and present detailed reports, including strategic findings, recommendations, and progress updates, to executive leadership and key stakeholders as requested. Act on insights from dashboard and metric analysis to correct data and optimize business processes.
• Define, track, and analyze key performance indicators (KPIs) to assess the status and throughput of requirements. Provide actionable insights to champion continuous improvement initiatives for process improvement and innovation, utilizing industry best practices to enhance operational efficiency, reduce costs, and improve service delivery.
• Performs any other job related duties as requested.

Education and Experience:

• Bachelor's degree required
• Master's degree preferred
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Seven (7) years of experience in requirements management required
• Experience working with Azure DevOps, Service Now, JIRA, Modern Requirements, or equivalent suite of business requirements management tools and software development processes, including hybrid/agile required

Competencies, Knowledge and Skills:

• Proficient in Microsoft Office tools, including Word, Excel, and Visio
• Demonstrated a mastery of skill and understanding of business analysis principles, process, and applications/elicitation tools used for managing requirements
• Exceptional analytical thinking and problem-solving skills
• Extensive knowledge of IT development cycle, and Agile Framework, and other development frameworks
• Deep understanding of a project lifecycle, including processes, techniques and tools
• Strong interpersonal skills and proven ability to establish effective working relationships with stakeholders at all levels
• Exceptional written and verbal communication skills
• Ability to work independently and within a team environment
• Effective listening and critical thinking skills
• Ability to coor