Senior Business Analyst, AI

So, what’s the role all about?

NiCE is building SPARK, a new internal incubation team that turns great ideas from across CX International into working AI solutions, and then into enterprise-grade tools that roll out to colleagues around the world. Your idea. Our spark.

As Business Analyst in the SPARK team, you will be the bridge between the people who have the ideas and the architects and builders who make them real. You will shape raw ideas into clear, prioritised, buildable use cases, and make sure what we build solves the problem it was meant to solve.

This is a business analysis role with a technical edge. You come from a programming background, so you can read code, query data, test an API, and prototype a quick proof of concept, and you can still run a room full of non-technical stakeholders. You will work closely with the Project Manager, the AI Architects & Builders, and the Change Management & Evangelist.

How will you make an impact?

You will own the front end of the incubation pipeline, from the first conversation about an idea through to accepted, measurable outcomes, working hands-on with business teams, architects, and delivery colleagues across regions.

Discover and Shape Ideas

• Run discovery sessions, interviews, and workshops with business teams to understand pain points, current processes, and the outcome they want
• Turn ideas into clear use case briefs covering the problem statement, users, expected value, data needs, risks, and success measures
• Assess and rank ideas against business value, feasibility, data readiness, effort, and risk, and give the team a clear recommendation on what to build next
• Build lightweight business cases, including estimated time saved, quality gains, and cost or revenue impact for presentation to Management and AI steering committee

Define What Gets Built

• Map as-is and to-be processes, and identify where an AI agent, an automation, or a human-in-the-loop step fits best
• Write user stories, acceptance criteria, and edge cases that architects and builders can build from without guesswork
• Specify expected AI behaviour: what the solution should do, what it should never do, when it hands over to a person, and how answers will be checked for quality
• Prepare test scenarios and evaluation datasets with the builders to measure accuracy, reliability, and usefulness before launch
• Update initiative register

Prototype and Validate

• Use SQL, Python, or low-code tools to analyse process data, test assumptions, and build simple prototypes that prove an idea before engineering effort is committed
• Review APIs and system documentation to confirm integration feasibility with enterprise platforms such as Salesforce, ServiceNow, Workday, and Microsoft 365
• Gather early user feedback on prototypes and turn it into prioritised backlog items

Support Delivery and Adoption

• Own and groom the product backlog, and take part in sprint planning, reviews, and retrospectives
• Plan and run user acceptance testing with business users, and manage defects and feedback through to closure
• Partner with the Change Management & Evangelist and the Support Helpdesk to turn user questions and feedback into clear improvements

Measure and Share Value

• Capture baseline metrics before launch and track results afterwards, so every solution can show real impact
• Understand the Software Development Lifecylse to review adoption, continuous business iteration and value realization.
• Maintain the use case library, requirement templates, and playbooks that make the next idea faster to shape

Have you got what it takes?

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience
• 5-8 years of experience as a Business Analyst or Systems Analyst in a software, technology, or digital transformation environment
• A programming background: hands-on experience writing code in at least one language such as Python, JavaScript/TypeScript, Java, or C#, plus working knowledge of SQL and REST APIs
• Proven skill in requirements engineering: process mapping, user stories, acceptance criteria, and traceability from need to delivered outcome
• Experience facilitating workshops and aligning senior business stakeholders with technical teams
• Experience working in Agile teams, with tools such as Jira and Confluence
• Working understanding of how large language models, RAG, and AI agents work and what they can and cannot do reliably, with hands-on use of AI assistants in your own work
• Some finance background or knowledge will be a plus
• Strong analytical, written, and presentation skills, with the ability to explain technical ideas in plain business language
• Fluency in English

You will have an advantage if you also have:

• Hands-on experience on AI, GenAI, or automation projects, from use case definition through to production
• Experience with low-code or agent-building tools such as Claude, Microsoft Copilot Studio or similar
• Background in CX, contact centre, CCaaS, or enterprise SaaS environments
• Familiarity with evaluating LLM output quality, including test set design and acceptance thresholds
• Business analysis certification such as CBAP or PMI-PBA
• Experience working across regions and time zones, with teams in International and the Americas

What’s in it for you?

SPARK is a chance to be a founding member of a brand-new team, and to shape how NiCE turns AI ideas into everyday tools used by colleagues around the world.

Join an ever-growing, market-disrupting, global company where the teams, comprised of the best of the best, work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about AI, innovative at heart, and excited to constantly raise the bar on what intelligent technology can do, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11870

Reporting into: Jean Lee

 Vice President, Business Operations. Sales Ops