Business Analyst - Product Support Operations

Business Analyst - Product Support Operations

The Business Analyst - Product Support Operations role is responsible for driving change through enhancement of existing business processes to increase efficiency, ensuring business continuity, and helping the organization meet its strategic goals and target metrics. This role partners closely with cross-functional teams to drive successful process and project implementations that reduce operational friction and improve overall performance.

The Business Analyst - Product Support Operations role is key in optimizing how the organization operates by enhancing business processes to improve efficiency, reducing errors, and supporting business continuity and compliance. This role leads process and tool improvement initiatives, introduces new methods to elevate quality and customer satisfaction, and ensures changes are clearly communicated and successfully adopted. Through collaboration and the promotion of best practices, this role helps the organization achieve its operational goals and sustain long-term improvement.

This role is ideal for a proactive problem solver with strong analytical skills and a passion for driving meaningful operational improvements.

Key Responsibilities:

• Identify, plan, and implement process improvements that reduce costs, minimize errors, and eliminate rework and manual efforts.
• Introduce new methods, tools, and workflows that enhance product/service quality and improve customer satisfaction.
• Communicate process changes effectively through clear, inclusive, and multi-channel communications.
• Promote, document, and share best practices to ensure process improvements are sustainable and adopted across the organization.

Requirements:

• 3–5+ years of experience in business process improvement, operations, or a related role, with a proven track record of driving successful process changes.
• Knowledge of process improvement methodologies
• Strong analytical and critical-thinking skills with the ability to interpret data, evaluate processes, and recommend actionable improvements.
• Excellent communication and change management abilities to effectively convey process changes and influence adoption across diverse teams.
• Solid project management experience, including planning, executing, and monitoring process improvement initiatives to ensure successful implementation.
• Proficiency in process documentation and workflow tools (e.g., Visio, Lucidchart), with the ability to create clear, scalable, and sustainable process materials.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, national origin, genetics, disability, military and veteran status, and other protected characteristics.