Business Analyst – Complaints Management Area (Junior/Regular)

Edge One Solutions is a community of over 350 experts and part of the Euvic Group with 5500 members. The company supports individual career development and offers projects tailored to skills. The client is one of the three largest universal Polish banks and a major financial institution in Central and Eastern Europe, known for pioneering banking services in Poland.

• Minimum 1 year experience (Junior) or 3 years (Regular) as a Business Analyst
• Experience in gathering, analyzing, and documenting business requirements
• Ability to collaborate with business stakeholders and IT teams
• Highly developed analytical and communication skills
• Knowledge of Excel, Jira, Confluence
• Ability to translate business needs into system solutions
• Independence and proactivity
• Ability to work in a dynamic project environment
• For Regular level: process modeling using BPMN, UML or similar notations
• Knowledge of Agile/Scrum methodologies
• Experience in preparing optimization recommendations and process analyses

Nice to have:

• Experience in complaints, customer service, or operational processes
• Experience in financial, insurance, or banking sectors

• Analysis of business processes related to complaints handling
• Analysis and optimization of complaints processes
• Identification of business needs and defining requirements
• Gathering, analyzing, and documenting business requirements
• Business process modeling (AS-IS, TO-BE)
• Preparing analytical documentation including user stories
• Developing optimization recommendations
• Collaborating with business stakeholders and IT teams
• Supporting solution implementations and testing
• Preparing reports and analyses of complaints process efficiency