Senior Business Systems Analyst - (NPW)

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Senior Business Systems Analyst - Results Delivery Office (RDO)

Location: On-site - Hyderabad India (minimum of 3 nights a week in for cross over time with PST leadership)

Role Description:

The Senior Business Systems Analystrole offers an exciting opportunity to join a small, high-performing technology team supporting the Results Delivery Office (RDO).

This role will serve as a technical analyst supporting the technology roadmap for RDO, including new and existing AI products, Microsoft 365 and SharePoint-based products, Power Automate solutions, and related digital capabilities. The ideal candidate is a customer-focused, hands-on problem solver who can translate business needs into clear requirements, help shape solution direction, support build and configuration activities, and provide white-glove service to stakeholders who expect a high-touch partnership model. This role will be responsible for both helping build and launch new products and enhancements, as well as maintaining, supporting, and continuously improving existing AI, SharePoint, Microsoft 365, and automation products after go-live.

This is a versatile, hands-on role suited for someone who can wear many hats across business analysis, product support, roadmap planning, low-code/no-code automation, AI solution enablement, documentation, testing, release support, and operational maintenance. The role is especially well suited for a technically minded analyst or engineer who enjoys client-facing work, thrives in ambiguity, takes initiative, and wants to help a small team deliver high-value technology outcomes.

Roles & Responsibilities:
Partner with RDO leaders, business stakeholders, product owners, architects, engineers, and vendors to understand business objectives and translate them into actionable technology roadmap items, features, user stories, and requirements.
Support new and existing AI products, including intake, use case discovery, requirements definition, process mapping, testing, adoption support, and ongoing maintenance activities.
Support SharePoint Online, Microsoft 365, Power Platform, and Power Automate-based products and workflows, including enhancements, troubleshooting, documentation, and continuous improvement.
Capture the voice of the customer and deliver white-glove support through proactive communication, strong follow-through, and clear expectation management.
Elicit, document, and refine business, functional, non-functional, data, reporting, security, privacy, and operational requirements.
Develop user stories, acceptance criteria, process flows, business rules, use cases, test scenarios, and lightweight solution documentation.
Collaborate with engineering and product teams to prioritize product backlogs, release scopes, maintenance needs, defects, and enhancement requests.
Help define and maintain technology roadmaps, delivery plans, release notes, adoption materials, product documentation, support guides, and stakeholder communications.
Assist with solution design, configuration, testing, validation, and deployment for AI-enabled tools, SharePoint solutions, Power Automate flows, dashboards, and related digital capabilities.
Support proofs of concept, pilots, and experiments for AI, automation, and collaboration solutions, including success criteria, risk considerations, stakeholder feedback, and transition-to-production planning.
Use internal AI capabilities and approved tools to improve productivity, summarize information, support analysis, develop drafts, and identify opportunities for process automation.
Support responsible AI practices by helping document business purpose, expected outcomes, risks, controls, human review points, and adoption considerations for AI-enabled solutions.
Perform initial triage, troubleshooting, and support coordination for product issues, data questions, access requests, workflow failures, and user feedback.
Coordinate small enhancements and maintenance activities across a lean team of approximately three resources, flexing between build, run, analysis, testing, documentation, and stakeholder support as needed.
Prepare and deliver product demonstrations, training materials, walkthroughs, and stakeholder updates for business and technology audiences.
Contribute to continuous improvement by identifying opportunities to simplify processes, reduce manual effort, increase adoption, and improve user experience.
Operate effectively in Agile delivery models while adapting to other frameworks and ways of working as needed for the business group.

Basic Qualifications and Experience:
Master's degree or Bachelor's degree in Computer Science, Business, Engineering, Information Systems, Data Analytics, or a related field AND
4+ years of relevant experience in business analysis, technology analysis, product analysis, digital solutions, information systems, engineering, or a related technology delivery role.
Experience supporting business stakeholders in a client-facing or product-support capacity.
Experience in Life Sciences, Biotechnology, Pharmaceutical, Healthcare, or another regulated industry is an added advantage.

Functional Skills:

Must-Have Skills
Business analysis experience, including requirements elicitation, process mapping, user story creation, acceptance criteria, testing support, documentation, and stakeholder management.
Strong customer focus with proven ability to provide high-touch, white-glove support to business partners and senior stakeholders.
Familiarity with Agile ways of working, including Scrum, Kanban, backlog refinement, sprint planning, demos, retrospectives, and release planning.
Working knowledge of AI concepts, generative AI, large language models (LLMs), prompt engineering, AI assistants/copilots, responsible AI, and common enterprise AI use cases.
Hands-on experience or strong familiarity with Microsoft 365 collaboration platforms, including SharePoint Online, Microsoft Teams, OneDrive, Lists, Forms, and permissions concepts.
Experience with Power Platform capabilities, especially Power Automate; exposure to Power Apps and Power BI is preferred.
Ability to partner with technical teams to support solution design, configuration, testing, deployment, and maintenance activities.
Strong analytical, problem-solving, and troubleshooting skills with ability to investigate issues, synthesize information, and recommend practical next steps.
Excellent written and verbal communication skills with ability to translate technical or complex concepts into business-friendly language.
Ability to work independently in a small team, manage multiple priorities, and flex across build, run, support, documentation, and stakeholder engagement responsibilities.

Good-to-Have Skills:
Engineering, development, systems analysis, or technical implementation experience with interest in moving into a more client-facing analyst/product support role.
Experience supporting technology roadmaps, product roadmaps, user journeys, feature intake, release planning, or portfolio prioritization.
Experience building or maintaining low-code/no-code automations, SharePoint workflows, Power Automate flows, Power Apps, dashboards, or lightweight applications.
Familiarity with AI product evaluation, POCs, pilots, model/output evaluation, RAG concepts, AI risk assessment, or AI governance processes.
Experience with Jira, Jira Align, Azure DevOps, ServiceNow, Confluence, or similar tools for backlog, documentation, incident, and delivery management.
Knowledge of data analysis, data quality, reporting, dashboarding, metrics definition, and KPI tracking.
Understanding of SDLC, DevOps, change management, release management, validation, compliance, privacy, and security considerations.
Experience in biotech, pharma, healthcare, or other regulated enterprise environments.
Ability to develop executive-ready materials, product demos, training content, adoption plans, and stakeholder communications.

Professional Certifications (preferred):
Microsoft Certified: Azure AI Fundamentals (AI-900)
Microsoft Applied Skills: Develop Generative AI Solutions with Azure OpenAI Service or equivalent Generative AI credential
Microsoft Certified: Power Platform Fundamentals (PL-900)
Microsoft Certified: Power BI Data Analyst Associate (PL-300)
Microsoft 365 Fundamentals (MS-900)
SharePoint Online / Microsoft 365 functional training or certification
Microsoft Certified: Azure Fundamentals (AZ-900)
Certified Scrum Product Owner (CSPO), Certified ScrumMaster (CSM), SAFe Agilist, SAFe for Teams, or equivalent Agile certification
Prompt engineering, responsible AI, or AI governance training/certification from Microsoft, DeepLearning.AI, Coursera, LinkedIn Learning, CertNexus, or equivalent provider

Soft Skills:
Customer-first mindset with ability to build trust and provide white-glove service to demanding stakeholders.
High degree of initiative, ownership, curiosity, and self-motivation; a true go-getter who proactively identifies what needs to be done.
Flexible, adaptable, and comfortable wearing multiple hats in a small, fast-moving team.
Strong collaboration skills with ability to work effectively across business, technology, engineering, product, and support teams.
Excellent communication, facilitation, listening, and expectation-management skills.
Ability to operate with ambiguity, structure unstructured problems, and drive work forward without waiting for perfect direction.
Strong attention to detail, follow-through, and commitment to quality.
Balanced mindset across innovation and operational reliability; able to support both new builds and ongoing maintenance.
Team-oriented, positive, and focused on achieving shared outcomes.

Compensation

Estimated Pay Range:

Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.