• Analyse current systems and decompose them into functional domains • Develop high-level business domain maps for clarity and understanding • Facilitate workshops and gather requirements from stakeholders, translating them into technical specifications (functional and non-functional) with the engineering team • Collaborate with software engineers to ensure requirements are properly understood and implemented • Support prioritisation decisions with detailed analysis and business impact assessments • Maintain comprehensive project documentation, ensuring clarity and alignment across teams • Track requirements progress and flag potential blockers or dependencies • Identify requirements gaps and technical constraints, proposing solutions where appropriate • Stay updated on industry trends and best practices in business analysis and software development

• Responsible for the management of User Support Service Desk, reviewing 2nd level service desk requests for business enhancement initiatives and evaluating requests for technician assignment to provide timely resolution to identified operational issues. • Translate requests into requirements where enhancements have been defined and approved. • Collaborate with the Operations leadership in researching agent productivity and process issues. • Monitor GDS requirements and technical issues related to quality control systems, agent tools, and scripts. • Utilize software, processes and procedures in a defined and consistent manner, documenting requirements, standards and change management. • Participates in the delivery of initiatives generated through business analysis to drive projects relating to account change management, agent training and quality control standards. • Department sponsor participating in client and product implementations. • Conducts and/or participates in client implementations or operational meetings providing an overview of quality control & reporting processes. • Work with Education and Training team to ensure enhancements to GDS products/services and agent tools are being trained across the organization. • Responsible for testing and providing feedback on automation/script programming across all GDS and systems. • Maintains a favorable working relationship with all other company team members to foster and promote a cooperative working climate which will be conducive to improved employee morale, productivity, efficiency and effectiveness.

• Elicit, analyze, and document business and functional requirements • Translate business needs into clear user stories, use cases, and acceptance criteria • Collaborate with stakeholders to define product scope, priorities, and success metrics • Analyze financial workflows, transactions, and data flows • Support product development throughout the SDLC • Participate in backlog grooming, sprint planning, and reviews • Validate implemented solutions against requirements • Identify gaps, risks, and improvement opportunities • Prepare documentation such as BRDs, FRDs, process flows, and wireframes • Ensure compliance with regulatory and security requirements

Infor Syteline Business Analyst / Developer Description: We are seeking a highly skilled and experienced Infor Syteline Business Analyst / Developer to join our team. The ideal candidate will have extensive experience with Infor Syteline modules, integration, customization, and manufacturing/distribution environments. This role requires both technical and functional expertise to support and enhance our Infor Syteline ERP system. Technical requirements include systems analysis, application design, application programming, testing, problem resolution, facilitation, and interpersonal skills. The ideal candidate will have the ability to adapt to change, take initiative, and work independently and in a team environment. Required Skills and Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field. 5–10 years of experience in ERP development and support, with a focus on Infor Syteline. Strong understanding of Infor Syteline modules such as Manufacturing, Inventory, Order Management, and Financials. Experience with system integration and customization using Infor toolsets. Proficiency in SQL and database management. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to work independently and collaboratively in a team environment. Familiarity with business processes such as Order to Cash, Manufacturing, Procure to Pay, Accounting/Financial, CRM, Quote. Preferred Qualifications: Experience with other ERP systems such as JD Edwards, SAP, or Oracle. Integration experience with Salesforce Experience assisting with M&A data mapping and system integration activities Familiarity with programming languages like C#, Java, or Python. Knowledge of business process modeling and workflow automation.