Analyst IV, Digital Business

I. Job Summary

We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for . This role will partner closely with Digital UX Data and business teams to define deliver and continuously improve customer-facing solutions.

The ideal candidate brings strong expertise in digital selfservice platforms customer journey optimization and AIenabled solutions with handson experience translating business needs into scalable datadriven and AIpowered features.

II. Essential Duties and Responsibilities

• Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website chatbot mobile app) including account management billing service requests issue resolution and personalization.
• Analyze endtoend customer journeys to identify friction points and opportunities to improve digital adoption satisfaction and efficiency.
• Partners with business data services UX and Product teams to define user stories acceptance criteria and success metrics aligned to customer experience outcomes.
• Identify and evaluate opportunities to apply AI and machine learning (e.g. chatbots virtual assistants predictive insights intelligent recommendations automation sentiment analysis) to enhance customer selfservice and support.
• Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
• Defines the vision of Product
• Serve as a key liaison between business stakeholders and technical teams ensuring alignment and execution following the agile methodology
• Lead backlog refinement requirements prioritization risk management support sprint planning UAT & PAT activities.

III. Qualifications

A. Required Qualifications

• Bachelors Degree (accredited) in Computer Science MIS Business Administration or similar area of study or in lieu of degree
• or GED (accredited) and 4 years of relevant work experience.
• 8 years of relevant work experience as an IT Business Analyst (in addition to education requirement)
• 4 years of working as an IT Manager/Project Manager may substitute for the minimum years of experience.

B. Preferred Qualifications

• Proven experience supporting customerfacing digital platforms preferably selfservice websites or portals.
• Experience working with largescale enterprise websites or hightraffic consumer platforms.
• Familiarity with analytics tools customer insights platforms and experimentation (A/B testing).
• Experience partnering with Data Science or AI/ML teams in production environments.
• Demonstrated experience working on AIenabled solutions such as:
  • Conversational AI/Chatbots
  • Automation and intelligent workflows
  • Predictive or recommendation systems
  • Datadriven decision or personalization engines
• Strong experience with Agile product delivery (Scrum/Kanban) user stories and backlog management.
• Excellent stakeholder management facilitation and communication skills.
• Background in utilities logistics or servicebased industries is a plus.
  

C. Certificates Licenses Registrations or Other Requirements

• Certified Scrum Product Owner (CSPO)
• PMI Professional in Business Analysis (PMIPBA) or IIBA Certification (CBAP or CCBA)
• SAFe Agilist (SA) or equivalent Agile scaling certification
• Certifications or formal training in AI Data Analytics or Digital Product Management (e.g. AI for Business Data Analytics or UX-related certifications)

IV. Physical Requirements

Listed below are key points regarding physical demands physical and occupational risks and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers phones copy machines etc.

V. Benefits
At WM each eligible employee receives a competitive total compensation package including Medical Dental Vision Life Insurance and Short Term Disability. As well as a Stock Purchase Plan Company match on 401K and more! Our employees also receive Paid Vacation Holidays and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for please click Apply.