Role description
Role: Business Systems Analyst
Experience: 4–7 yrs
Location: Noida
Must Have Skills
4–7 yrs of BSA experience delivering solutions for complex business problems in software/IT environments.
- 4+ yrs working on Contact Center technology (Amazon Connect preferred / Genesys/RingCentral); strong functional knowledge of Customer Support and Sales operations.
- 3+ yrs writing test cases, managing traceability matrices, and producing user documentation and training materials.
- Hands-on Agile/Scrum experience — managed at least 2 Scrum projects with measurable deliverables; proficient with JIRA or similar tools.
- Proven ability to collaborate across remote, global, cross-functional teams with excellent written and verbal communication skills.
Good to have Skill
- Working knowledge of Gen AI concepts and LLMs (ChatGPT, AWS Bedrock, Azure OpenAI) — including prompt
engineering and practical AI tool usage in a business context.
- Ability to identify and document business requirements for AI-powered CX features: conversational AI,
intelligent virtual agents, automated summarisation, sentiment analysis, and AI-assisted agent tools.
- Experience (or strong aptitude) using Gen AI tools to accelerate BSA workflows — drafting requirements,
generating user stories, creating test cases, and summarising stakeholder inputs.
- Understanding of RAG-based knowledge systems and how AI-driven self-service and knowledge retrieval can
improve contact center efficiency and customer outcomes.
- Awareness of responsible AI principles — data privacy, bias, output validation, and governance considerations
when defining requirements for AI-powered features.
Skills
business analysis,change management,business process modeling,business case development,
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
