Business Analyst

Crew helps our clients deliver change through IT project delivery, business process improvement, and operational efficiency efforts. The Business Analyst will be responsible for eliciting and documenting business requirements, supporting AI tooling and process automation, and collaborating with development teams in an Agile environment.

Responsibilities:

• Elicit, analyze, and document business and functional requirements for offer/promotional configuration (sales and retention)
• Translate business offer requirements and operational needs into user stories, acceptance criteria, and functional specifications
• Support offer and promotional configuration workflows across sales, retention, care, and non-pay agent tooling, including offer setup, call-flow logic, and downstream validation
• Partner closely with product owners, workstream leads, business stakeholders, and technology teams to ensure alignment
• Identify manual, repetitive, or error-prone business processes across functions and assess where AI agent-based solutions could drive efficiency or accuracy gains
• Design and prototype AI agent workflows, likely using Microsoft Copilot, in partnership with business stakeholders and technology teams, translating process requirements into agent logic, prompts, and decision rules
• Monitor and iterate on deployed AI agent solutions based on performance and evolving business needs, and document designs for governance and knowledge transfer
• Support User Acceptance Testing (UAT) activities, including test planning, test case creation, and execution
• Validate system functionality against business requirements and acceptance criteria
• Log, track, and triage defects in Jira, working directly with development teams to drive resolution
• Participate in defect triage sessions and re-testing cycles to ensure release readiness
• Work day-to-day with development teams in an Agile/Scrum environment
• Actively participate in backlog grooming, sprint planning, stand-ups, reviews, and retrospectives
• Maintain clear and up-to-date documentation in Jira and related tools
• Support the workstream as the working-level bridge between business stakeholders and technical teams

Requirements:

• 2+ years of experience as a Business Analyst or Product/Delivery BA
• Hands-on experience supporting billing-related initiatives, offer/promotional configuration tools, call-flow or recommendation-engine platforms, or similar customer-facing agent tooling
• Strong experience writing user stories and acceptance criteria in Jira
• Experience supporting UAT and testing activities in Agile delivery environments
• Comfort working directly with engineering and QA teams
• Strong communication skills and ability to manage multiple stakeholders
• Comfort using AI tools (e.g., Microsoft Copilot) to support process automation tasks
• Experience in telecom, cable, or subscription-based billing environments
• Familiarity with billing transformations or system modernization efforts
• Experience balancing BA responsibilities with hands-on testing/UAT