Business Solution Lead

Who We Are

Our Mission

Summary

Essential Duties and Responsibilities

• Act as the primary bridge between business stakeholders and IT Operations to identify needs, clarify pain points, and translate requirements into actionable solutions
• Support continuous improvement and transformation initiatives by mapping current processes, documenting future-state workflows, and recommending pragmatic enhancements
• Maintain strong functional understanding of key business applications across departments (e.g., Marketing, Finance, HR) to advise users and optimize system usage
• Support Point of Sale (POS) solutions by providing functional expertise for setup and configuration, partnering with business users to optimize workflows, and coordinating with IT/vendors for integrations and issue resolution
• Gather, analyze, and document business requirements, user stories, and acceptance criteria; support prioritization of enhancements and fixes with business owners
• Plan and coordinate UAT by preparing test scenarios, supporting data validation and reconciliation, tracking defects, and driving timely business sign-offs
• Provide clear stakeholder communication, including updates on incidents, enhancements, timelines, dependencies, and business impacts
• Develop and maintain solution documentation (process flows, SOPs, how-to guides) and coordinate training and change adoption for business users
• Coordinate with internal IT teams and external vendors to troubleshoot application and integration issues, manage escalations, and restore service quickly
• Support IT Operations activities such as access management, periodic reviews, and coordination of renewals for business-critical tools and services
• Ensure solutions and changes comply with governance, audit, and cybersecurity requirements by partnering with relevant IT and business control owners
• Provide day-to-day business support for IT services by triaging requests, advising on best practices, and coordinating resolution across IT Operations
• Support vendor coordination and operational administration (purchase orders, renewals, service reporting, and follow-ups) to ensure continuity of service
• Monitor system adoption and usage, gather user feedback, and identify opportunities to maximize value from implemented solutions
• Stay current on relevant technologies and integration patterns (e.g., ERP integrations, data warehousing, APIs, middleware) and evaluate business needs with a holistic end-to-end solution mindset
• Partner with vendors and consultants to evaluate options, propose improvements, and support configuration changes that enhance business outcomes
• Deliver a high standard of customer service and professionalism, ensuring business stakeholders feel supported, informed, and enabled

Requirements

• Proven experience in a Business Solutions, Business Analyst, Application Support, or similar role within an enterprise environment
• Strong understanding of business applications and operational support practices (e.g., ITSM/ticketing tools, incident & request management, SLAs)
• Functional knowledge of Point of Sale (POS) systems, including setup/configuration and supporting store operations (preferred)
• Ability to translate business requirements into clear functional specifications, user stories, process flows, and acceptance criteria
• Experience collaborating with cross-functional teams (business, IT, vendors) to troubleshoot issues, deliver enhancements, and manage escalations
• Strong analytical and problem-solving skills, with the ability to identify root causes, assess business impact, and propose practical solutions
• Strong sense of personal accountability and ownership, with a customer-service mindset and focus on operational excellence
• Experience supporting solution delivery activities such as UAT coordination, release readiness, user training, and change adoption
• Excellent communication and documentation skills (written and verbal), with the ability to engage stakeholders at all levels
• Awareness and working knowledge of modern technologies such as ERP integrations, data warehousing, API integration, and cloud/SaaS ecosystems, with the ability to assess solutions holistically across systems and business processes
• Certifications such as ITIL, Agile/Scrum, Microsoft/enterprise application certifications, or Business Analysis credentials are a plus

Benefits

• Premium Medical/Dental/Vision coverage

• Find Your Magic Days

• Volunteer Day

• Professional Development Days

• Birthday leave
• Employee discounts Kayali products
• Product gifting

• Egg Freezing Benefits