Apex Systems · 18 hours ago
Business/Systems Analyst III
Stamford, CT
Full-time
Onsite
Mid Level
$40/hr - $50/hr
3+ years expApex Systems is a World-Class Technology Solutions Provider seeking a Business Analyst to support their Chat Messaging Product Team. The role involves defining and documenting business requirements for chat enhancements and collaborating with various stakeholders to optimize customer interactions and drive efficiency in digital servicing.
Human ResourcesInformation TechnologyRecruiting
Responsibilities
Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies
Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP, Foundever) to ensure seamless implementation of chat solutions
Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities
Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories
Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption)
Ensure all requirements align with customer expectations, operational feasibility, and business goals
Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues
Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives
Document and maintain process improvements to streamline chat interactions and agent handoff experiences
Qualification
Required
3-5+ years of experience as a Business Analyst in digital servicing, chat, or customer experience
Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products
Strong understanding of chat platforms, AI-powered chatbots, and digital self-service solutions
Experience with business analysis tools (JIRA, Confluence, Microsoft Visio, and other BA documentation software)
Familiarity with Agile and Scrum methodologies in software development
Knowledge of customer experience best practices and UX principles
Excellent analytical, communication, and stakeholder management skills
Preferred
Experience working in telecommunications or digital customer support
Understanding of APIs, web services, and conversational AI (nice to have)
Prior experience with AI-driven chat optimization and automation
Benefits
Medical
Dental
Vision
Life
Disability
Other insurance plans
ESPP (employee stock purchase program)
401K program
HSA (Health Savings Account on the HDHP plan)
SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
Corporate discount savings program
Certification prep
Library of technical and leadership courses/books/seminars
Certification discounts and other perks to associations that include CompTIA and IIBA
Company
Apex Systems
Apex Systems, a division of On Assignment, provides organizations with IT staffing solutions to address gaps in their current workforce.
1001-5000 employees
H1B Sponsorship
Apex Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (28)
2024 (21)
2023 (35)
2022 (26)
2021 (29)
2020 (38)
Funding
Current Stage
Late StageLeadership Team
Roger Wahman
Chief Technology Officer - SVP
Andrea Schiola
Global Head of Technology Partnerships, SVP, Principal
Recent News
Company data provided by crunchbase