Business Analyst, AI Workflows

ECI Software Solutions is focused on delivering AI-enabled efficiency through a dedicated execution capacity. The Business Analyst, AI Workflows role is responsible for mapping workflows, implementing automations, and managing project delivery to translate ECI's AI strategy into measurable outcomes.

Responsibilities:

• Map current-state workflows end-to-end across IT, Support, Finance, HR, and Engineering — including the exceptions and edge cases that live in operators' heads, not in the documentation
• Conduct working sessions with process owners and frontline staff to capture tribal knowledge and convert it into rules, decision logic, and instructions that automation or agents can follow
• Gather requirements and write clear specifications that include success metrics, failure modes, and the exact human-in-the-loop checkpoints required for safe rollout
• Apply a triage methodology to every candidate workflow — deterministic automation, agent-handled judgment, or humans-only — and document the rationale so triage decisions are auditable
• Establish and maintain the baseline measurement behind ECI's AI workflow commitments so progress is reported on real numbers, not estimates
• Build the candidate-workflow portfolio against ECI's evaluation criteria: frequency, repeatability of decisions, context spread across systems, and measurable pain
• Implement automations directly in Salesforce Flow, low-code and no-code platforms (Power Automate, Zapier-class tools, internal Abacus capabilities), and emerging agentic AI tooling
• Write light scripting (Python, JavaScript, SQL) and integrate across SaaS systems via REST APIs and webhooks where no-code tooling does not reach
• Configure agent guardrails, evaluation prompts, and feedback loops; design for graceful failure when the agent is uncertain rather than for confident wrong answers
• Partner with Platform Engineering and Application teams to ship integrations safely on top of existing systems (Salesforce, Vonage, Workday, JSM) — without forcing migrations
• Build the instrumentation that proves an automation is working — logging, dashboards, and drift detection — so shadow-mode and production performance can be compared on the same axes
• Maintain a clean, documented build inventory so any automation can be handed off, audited, or rolled back without tribal knowledge becoming the dependency we just removed somewhere else
• Run each workflow through a phased delivery model: sandbox build shadow mode (agent observes, humans decide) supervised production (agent acts, humans review) steady state
• Enforce human-in-the-loop discipline at every phase boundary; no automation moves to the next stage without measured evidence and an owner sign-off
• Own the regular progress reporting on AI workflow delivery, including which workflows shipped, the measured impact of each, and a credible forecast for the next quarter
• Coordinate with other technical resources when an AI workflow intersects an active Initiative — M&A integration playbooks, platform consolidations, compliance projects
• Partner with process owners across functions to land each automation with the people who do the work — they are the success criteria, not a downstream consumer
• Maintain a single source of truth for the workflow portfolio (status, phase, baseline, current measurement, next checkpoint) and surface it on a recurring cadence to the IT leadership group

Requirements:

• 5+ years combined experience spanning business analysis, automation or low-code implementation, and project or program management. Expertise in at least two of these areas is a must
• Demonstrated ability to map a cross-functional workflow end-to-end, including the exceptions and undocumented decision points, and produce a specification an engineer or an agent can act on
• Hands-on experience building automations in at least two of: Salesforce Flow, Power Automate, n8n, Zapier-class platforms, Claude Code, or comparable low-code tooling
• Direct experience shipping an automation or AI workflow to production with a measured before-and-after comparison — not a pilot that lived only in UAT
• Disciplined project cadence: writes and runs status updates, holds phase gates, measures outcomes against committed numbers, and communicates risks early
• Strong communication skills with the ability to explain a workflow, a measurement, and a tradeoff to both an engineering audience and an executive audience
• Comfort working across SaaS systems and integrating them via APIs; able to read documentation and prototype an integration without waiting for engineering support
• Experience with Salesforce administration and Salesforce Flow at scale
• Hands-on work with agentic AI tooling (LLM-backed assistants, Salesforce Agentforce, internal copilots, MCP-style integrations) — including the operational reality of guardrails, evaluation, and failure modes
• SQL fluency; light Python or JavaScript scripting; familiarity with REST APIs and webhooks
• Familiarity with ITIL service-management practices or PMP-style project disciplines
• Prior experience inside a serial-acquirer or multi-business-unit software company, where workflows differ meaningfully between business units