Senior IT Business Analyst (Hybrid)

This is a hybrid role in our Newton, MA office and requires onsite work 3 days a week.

The person in this role will develop business requirements to be used as the basis for software and processes utilized by Bright Horizons internal users as well external customers. Through a variety of means, the Senior Business
Analyst will gather and document these requirements and serve as a communication bridge between business stakeholders and technical teams. Must be able to work independently on high profile, complex projects providing leadership and driving collaboration across disciplines in all solution development
related activities. This role is critical in the process of delivering integrated business and information solutions to meet stakeholder needs.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world’s best companies to provide services that help employees perform their best and support families to thrive both personally and professionally.

What you will be doing:

Business Requirements Management and Solution Development

• Develop and maintain an understanding of the processes, goals, requirements and issues related to Bright Horizons’ operational lines of business and supporting systems including how each is used and how the systems integrate to meet business needs.

• Identify opportunities to accomplish project goals in the most efficient and cost effective manner.

• 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.

• 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 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.

• Assist technical team through design, code, test and deploy to ensure any issues are resolved.

• Ensure that all processes and documentation are consistent with best practices and Bright Horizons standards for Solution Delivery Life Cycle.

• Drive the development of a master test plan with the QE team with 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 to 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.

​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

• Understand how to communicate difficult/sensitive information tactfully

• Consistently acknowledge and appreciate each team member's contributions

• Effectively manage vendor relationships and ensure comprehensive communication between internal and vendor resources.

Required Qualifications

• Bachelor’s degree in Computer Science, Business, or a related field or 4 additional years of relevant experience in lieu of a degree

• 5+ years of experience as a Business Analyst or in a similar role

Preferred Qualifications

• Strong analytical and critical thinking skills with the ability to solve complex problems highly preferred

• Excellent written and verbal communication skills; comfortable engaging with stakeholders at all levels highly preferred

• Proven ability to understand and document business requirements across various functional areas highly preferred

• Ability to manage multiple priorities and thrive in a fast-paced environment highly preferred

• Comfortable working in a virtual, collaborative team setting highly preferred

• Strong customer service orientation and attention to detail highly preferred

• Self-starter with a proactive mindset and a willingness to take on new challenges

• Experience or familiarity with the child care industry

• Exposure to Agile methodologies and tools (e.g., ADO, Jira, Confluence)

• Experience working with enterprise systems or system integrations

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or [email protected]. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.