Business System Analyst

The Role :

Cognizant is seeking a motivated and innovative Business System Analyst to join our team. This role is responsible for gathering and analyzing requirements, documenting functional and technical specifications, and supporting the design and implementation of business systems. The Business Systems Analyst partners closely with cross-functional teams to improve processes, enhance system capabilities, and deliver solutions that align with organizational goals. Strong analytical skills, communication, and stakeholder management are essential to succeed in this role.

Responsibilities :

Interpret business requirements and translate them into functional specifications for design, programming, and testing teams.

Generate detailed requirement specifications and ensure alignment with project goals.

Implement authorized standards, guidelines, and procedures throughout the project lifecycle.

Document requirements in appropriate formats (e.g., system specifications, data models, network design schematics).

Conduct feasibility studies, including cost and alternative options, to support client decision-making.

Perform impact analysis to identify dependencies on other projects and business areas.

Develop functional and detailed technical specifications that meet approved operational and service-level requirements.

Design functional data models to support business processes.

Collaborate with stakeholders to shape a forward-looking roadmap across ACD, IVR, CTI, omnichannel, and CRM platforms.

Evaluate and pilot AI / automation solutions (e.g., virtual agents, chatbots, RPA, intelligent routing).

Partner with Data & Analytics teams to embed contact center insights into business decisions.

Drive API and integration patterns across portals and regulatory systems, ensuring scalability and security in collaboration with IT.

Launch and optimize self-service solutions (e.g., patient portals, dynamic FAQs).

Apply predictive analytics to personalize customer journeys and enhance high-value touchpoints.

Promote and embed customer experience (CX) best practices across initiatives.

Qualifications :

6 to 8 years of relevant IVR BSA experience.

Proven experience as a Business Systems Analyst, Functional Lead, or similar role in enterprise technology projects.

Strong background in gathering, analyzing, and documenting business requirements.

Familiarity with contact center technologies (ACD, IVR, CTI, omnichannel, CRM).

Experience with AI / automation tools such as chatbots, RPA, or intelligent routing is highly desirable.

Solid understanding of API integration patterns, scalability, and security considerations.

Knowledge of data modeling, system specifications, and impact analysis methodologies.

Strong communication, collaboration, and stakeholder management skills.

Ability to conduct feasibility studies and present cost / benefit options to clients.

Experience working with predictive analytics and embedding insights into business processes is a plus.

Work Authorization :

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without company sponsorship (H-1B, L-1B, L-1A, etc.)

Location :

We believe onsite work is the way forward as we strive to provide flexibility wherever possible. Based on this role's business requirements, this is a onsite position requiring 5 days a week in a client or Cognizant office in San Francisco, CA or Toronto, ON . Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

Benefits :

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements :

Medical / Dental / Vision / Life Insurance

Paid holidays plus Paid Time Off

401(k) plan and contributions

Long-term / Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Disclaimer :

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.