Project -Based Senior Business Systems Analyst Operations

Project Objective

Boomerang is building a data -driven, human -centred operating
model where operational excellence and employee experience are equally
important. We require a highly technical Senior Business Systems Analyst to lead a defined transformation project focused on:

• Designing
  and owning our operational intelligence layer
  
• Automating
  reporting and workflows
  
• Integrating
  core operational systems
  
• Delivering
  measurable improvements in cost efficiency, productivity, and
  decision -making
  

This is a build -and -embed engagement, not a
maintenance or reporting contract.

Scope of Work

1) Operational Intelligence Architecture

• Design
  and implement the end -to -end MIS framework for Operations.
  
• Build
  and own executive and operational dashboards covering:
  
• Cost
  per contact / cost per FTE
  
• Margin
  by client, queue, and channel
  
• Productivity
  and utilisation
  
• Quality,
  compliance, and CX metrics
  
• Attrition,
  workforce performance, and training impact
  
• Establish
  a single source of truth across CRM, WFM, HRIS, QA, and finance
  systems.
  
• Eliminate
  manual reporting via automation and data pipelines.
  

2) Business Analysis & Process Redesign

• Map
  “as -is” and “to -be” operational workflows.
  
• Translate
  operational pain points into:
  
• System
  changes
  
• Data
  logic
  
• Automation
  opportunities
  
• Define
  technical requirements for integrations, dashboards, and optimisation
  initiatives.
  

3) Operational Optimisation

• Build
  analytical models for:
  
• Capacity
  and demand planning
  
• Cost
  and margin optimisation
  
• Attrition
  impact and retention ROI
  
• Queue
  and client profitability
  
• Identify,
  quantify, and track performance improvement opportunities.
  
• Deliver
  measurable operational and financial improvements using data.
  

4) Systems Integration & Automation

• Design
  and implement integrations between platforms (e.g., CRM, WFM, HRIS, QA,
  finance).
  
• Automate
  reporting, HR workflows, QA feedback loops, and operational controls.
  
• Support
  digital transformation initiatives including AI -enabled analytics and
  automation.
  

Project Deliverables (Contractual)

By the end of the engagement, the consultant will deliver:

1. Operational
   Intelligence Stack
   
• Fully
  functional dashboards with documented business logic
  
• Automated
  data pipelines and refresh schedules
  
2. KPI
   & Data Framework
   
• Defined
  KPI architecture and metric definitions
  
• Data
  governance model and validation rules
  
3. Optimisation
   Outputs
   
• At
  least 3–5 quantified improvement initiatives (e.g., cost
  reduction, productivity uplift, margin improvement)
  
• Financial
  impact models supporting leadership decisions
  
4. Systems
   Documentation & Knowledge Transfer
   
• Architecture
  diagrams
  
• Dashboard
  logic libraries
  
• Process
  documentation
  
• Handover
  sessions with Operations
  

Success Metrics

Performance will be evaluated against:

• Reduction
  in manual reporting effort (hours saved per month)
  
• Speed
  of insight delivery (report cycle time)
  
• Operational
  improvements delivered, such as:
  
• Cost
  per contact reduction
  
• Productivity
  or utilisation uplift
  
• Margin
  improvement
  
• Adoption
  of dashboards and models by Operations leadership
  

Required Expertise

Technical (Non -Negotiable)

• Advanced
  SQL (complex joins, transformations, window functions)
  
• Power
  BI / Tableau (DAX or advanced calculated measures)
  
• Advanced
  Excel (Power Query, modelling, automation)
  
• Experience
  building automated data pipelines and integrations
  
• Systems
  architecture and data modelling mindset
  

Business & Analytical

• Proven
  experience in a highly technical Business Systems Analyst, Operations
  Analyst, or BI role in:
  
• BPO
  / contact centre
  
• Professional
  services
  
• Scaled
  operations environments
  
• Process
  mapping, requirements gathering, and optimisation experience
  
• Strong
  commercial understanding: cost drivers, margins, utilisation, scalability
  

Advantageous

• Python
  for automation or analytics
  
• API
  integrations, RPA, or low -code platforms
  
• Experience
  with CRM (e.g., Zendesk), WFM systems, HRIS, QA frameworks
  
• Exposure
  to AI -enabled operational analytics
  

Engagement Profile

• Operates
  autonomously as a senior individual contributor
  
• Comfortable
  owning complex systems end -to -end
  
• Commercially
  minded: optimises for measurable business impact
  
• Structured,
  analytical, and execution -focused
  
• Aligned
  to a people -first, performance -driven operating culture
  

Why This Role Exists

This engagement is designed to build the operational
intelligence engine, embed it into day -to -day operations, and leave behind
a scalable, automated foundation. At project completion, Boomerang will decide
whether to:

• Transition
  to internal ownership, or
  
• Convert
  the role into a permanent strategic function.
  

Benefits