Description
We are developing a centralized workplace system for employees of operational departments handling client cases (incidents, inquiries) — for both legal entities (LE) and individuals (IE). The project aims to automate and optimize key business processes, improve the speed and quality of customer service, reduce operational risks, and create a unified, convenient working environment for employees.
Responsibilities
- Gathering, analyzing, and formalizing business users' requirements for workplace functionality.
- Detailed analysis and description of end-to-end business processes for handling LE and IE cases: from the receipt of an application/incident to its resolution.
- Designing and optimizing user interfaces (UI/UX), role models, and rules for distributing cases among employees.
- Developing and coordinating requirements for integrating the workplace with internal banking systems to provide the employee with all necessary information in a single window.
- Analyzing and specifying requirements for creating and modifying functional system modules: task panels, case queues, action logs, decision templates.
- Close collaboration with development teams (backend, frontend), UX/UI designers, architects, and QA engineers to develop requirements and monitor implementation.
- Preparing project documentation: user stories, user scenarios.
- Participation in acceptance testing: preparing test scenarios, supporting business users, gathering feedback, and verifying that implemented functionality meets the stated business objectives.
Requirements
- 2+ years of experience as a business analyst, preferably in fintech, banking, or areas related to the development of CRM, ERP systems, or customer support systems (Service Desk).
- Understanding of the full software development life cycle.
- Experience in analyzing and designing complex user interfaces and operational business processes.
- Ability to work with data (SQL at the level of writing queries for analysis and validation) and data structures (XML/JSON).
- Basic knowledge in the field of testing (creating checklists, understanding UAT principles).
- Skills in working with analysis tools, Jira, Confluence, diagramming tools, prototyping tools (Figma, Pixso).
- Ability to clearly structure information, identify root problems of business processes.
- Excellent communication skills, ability to work with various stakeholders — from regular employees to department heads and IT specialists.
Will be an advantage:
- Experience in bank operational departments (customer service, back-office) or deep understanding of their processes.
- Knowledge of UI/UX fundamentals and requirements management methodologies.
- Knowledge of regulatory requirements (including data protection) related to processing customer information.
Conditions
- Opportunity to directly influence the efficiency of hundreds of bank employees and the quality of customer service.
- Immersion in a wide range of banking products and operational processes.
- Stability, official employment, competitive salary.
- Modern technology stack and flexible management methodologies (Agile/Scrum).
- Professional development and support in acquiring new knowledge.
