Responsibilities: The core of this role is manual glue mapping: systematically extracting the decision logic, routing rules, escalation patterns, and tribal knowledge currently carried by operators across 28 disconnected systems and translating each human step into one of three classifications - a system event the platform handles automatically, an AI agent decision, or a genuine exception requiring human judgment. Beyond mapping, the BA owns requirements elicitation and documentation, Agile backlog management, user story authoring, UAT strategy and full execution, and weekly stakeholder reporting to operations leadership.