Senior Business Analyst - Houston, TX (4 Days work from office)

Georgia IT, Inc. is seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives. This role involves partnering with various teams to define and improve customer-facing solutions, with a strong focus on AI-enabled features and digital self-service platforms.

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 end‐to‐end 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 self‐service 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

Skills

• 8+ years of experience as a Business Analyst, with at least 2+ years operating at a senior/lead (BA4) level
• Proven experience supporting customer‐facing digital platforms, preferably self‐service websites or portals
• Demonstrated experience working on AI‐enabled solutions, such as: Conversational AI / chatbots, Automation and intelligent workflows, Predictive or recommendation systems, Data‐driven decision or personalization engines
• Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management
• Excellent stakeholder management, facilitation, and communication skills

Company Overview

• Georgia IT, Inc. provides IT Consulting for a wide range of IT services and custom build turn-key enterprise solutions. It was founded in 2007, and is headquartered in Alpharetta, Georgia, USA, with a workforce of 51-200 employees. Its website is http://www.georgiait.com/.