Senior Business Analyst

The team at UKEESS Software House is currently looking for a Senior Business Analyst to join us for a full-time position (remotely in Ukraine or in Lviv’s office).

About the Customer and the Project:

Our customer is the world’s largest DNA network from the USA. With more than 60 billion digitized global historical records, 100 million family trees, and 18+ million people in their growing database, our customer helps people discover their family stories and gain actionable insights about their health and wellness.

About the Role:

The Senior Reporting and Analytics Business Analyst, as a key strategic partner within the Member Services Business Analytics team, is responsible for driving the architecture, strategy, and continuous evolution of our reporting ecosystem and analytics framework. Working with a high degree of autonomy, this role proactively identifies operational inefficiencies and hidden business opportunities. It also shapes self-directed initiatives that are directly aligned with the overarching business goals of projects.

The ideal candidate requires minimal direction and possesses advanced mastery of data analytics, predictive modeling, SQL, and modern visualization tools. They are deeply experienced in multi-site, omni-channel contact center operations and excel at translating complex data into strategic vision and actionable roadmap recommendations for executive stakeholders.

Key areas & tools: SQL / Excel / Tableau / Power BI / PowerPivot / SAS / Zendesk / Data Warehousing / WFM / Predictive Analytics / GenAI & LLM

Responsibilities will include:

• Strategic Analytics & Proactive Initiatives: Autonomously identify, design, and champion analytics initiatives that optimise short- and long-term omni-channel contact centre operations, financial performance, and service delivery and customer experience.
• KPI Architecture & Dashboard Strategy: Own the end-to-end design, implementation, and governance of business-critical KPIs, predictive models, and executive-level dashboards across Tableau, SQL, and internal platforms.
• End-to-End Project Leadership: Lead analytics and data infrastructure projects from initial concept through execution and rollout, coordinating across multi-departmental teams without explicit daily oversight.
• Executive Advisory: Partner closely with operations and business leaders to communicate past performance drivers, future risk forecasts, and strategic trade-offs to consistently meet or exceed service level goals.
• Advanced Data Exploration: Query and synthesize complex, multi-layered data from relational warehouses, cube databases, and raw data pipelines to answer unprompted, high-level business questions.
• Process Optimization: Identify manual reporting bottlenecks across the team and engineer automated, scalable reporting infrastructure.

Requirements:

• 7+ years of progressive experience in business analytics, operations analytics, or business intelligence roles, ideally within a multi-site, contact centre and customer experience environment (phone, email, chat and AI bot, self-service).
• Proven track record of operating independently, initiating high-value analytics projects, and influencing business decisions without direct authority.
• Expert-level technical proficiency in SQL, Excel, and enterprise visualization/BI tools (Tableau, Power BI, PowerPivot). Familiarity with data warehouse architectures, SAS, and Zendesk analytics is highly preferred.
• Deep understanding of workforce management (WFM) dynamics, capacity planning, and predictive forecasting models across complex multi-departmental environments.
• Demonstrated experience leading end-to-end analytics initiatives and utilizing formal or informal project management methodologies.
• Experience and strong knowledge in Generative Artificial Intelligence and Large Language Models.
• Bachelor’s or Master’s degree in Business, Analytics, Computer Science, Statistics, Economics, a plus, or an equivalent combination of education and deep industry experience.
• English: Upper-intermediate level at least (both spoken and written)

Inherent Characteristics:

• Strategic Vision & Customer Focus: Demonstrates expert-level competency in influencing senior leadership and cross-functional partners. Proactively advocates for the customer and agent experience to shape operational strategy.
• Advanced Functional/Technical Expertise: Possesses exceptional quantitative, analytical, and data architectural aptitude. Recognised as a subject matter expert in querying, data modelling, and visualisation best practices.
• Proactive Initiative & Drive: Highly self-motivated; needs minimal supervision to turn vague business challenges into well-defined, value-generating analytics projects aligned with business objectives.
• Complex Problem Solving: Demonstrates an innate ability to anticipate operational friction, define root causes, quantify financial and operational impacts, and prescribe high-impact corrective strategies.
• Navigating Ambiguity: Thrives in a fast-paced, evolving environment by bringing order to chaos, establishing frameworks where none exist, and independently prioritising high-value tasks.
• Executive Communication: Masterfully articulates complex analytical stories and strategic recommendations to stakeholders at all levels, converting dense data into compelling visual and narrative insights.

What do we offer our new colleague?

• Competitive compensation (based on market data, but also depending on the technical level of the candidate)
• Flexible work schedule
• 3 health packages to choose from
• Annual paid vacation and state holiday celebration
• Free English classes (online)
• Individual approach to professional growth
• Lack of bureaucracy and micromanagement
• Modern, comfortable office facilities (a barbecue zone, kitchens, lounge rooms, coffee machines, etc.)
• Foreign business trips
• On-site parking lot and charge station for Electric Cars
• Corporate gifts, celebrations, and fun activities
• Sports activities: ping-pong, soccer, work-out

If you have a passion for solving challenging problems, building scalable, robust systems, love working with the latest technologies in a fast-paced, flexible environment, and are excited at the prospect of having a significant impact on products with more than 3 million paying subscribers, then we want to talk to you! ;-)