Бизнес-аналитик CRM (Краснодар)

We are looking for a Business Analyst to join the Antifraud area within Customer Care.

Antifraud is where customers are most likely to feel stressed: suspicious transactions, a stolen card or identity, account blocks, and additional verification. In those moments, customers judge us less by features and more by how fast, clear, and human our response is. We already have strong Support, Antifraud, and Operational teams, but no single owner of the end-to-end antifraud customer experience — the journey crosses multiple teams and tools, which makes it easy for ownership, communication standards, and measurable quality to get fragmented.

In this role, you will turn antifraud CX into a single product: journeys, rules, handoffs, and tooling. You will make the experience measurable through metrics, SLAs, and communication quality, and systematically improve the process as new products and new fraud scenarios emerge.

Challenges that await you:

0–3 months: understand and put the foundations in place

• Establishing a baseline for metrics and quality: what we measure today, where the blind spots are, current SLAs, and where the biggest leaks and repeat contacts happen
• Running discovery through stakeholder interviews and case reviews, and identifying the key pains and risks across customer experience, operations, and compliance
• Building and aligning a prioritized improvement backlog across process and product/tooling, with clear success criteria

3–6 months: deliver improvements and show measurable impact

• Leading the first initiatives end to end
• Improving communication standards and the customer journey for one or two high-impact scenarios (e.g. disputed transactions, a stolen card, or additional identity verification)
• Setting up a sustainable operating cadence: metric monitoring, case and incident reviews, backlog refresh, and recurring alignment rituals with stakeholders
• Delivering early measurable wins: faster resolution, fewer repeat contacts and escalations, clearer communication, and less manual work

What makes you a great fit:

• 2+ years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products
• Nice to have a background in Customer Care / Contact Center / Customer Service or background in developing other products for internal customers (Telesales, Collection, Delivery, etc.)
• Real experience with backlog management and prioritization across multiple teams and stakeholders
• Hands-on UI experience: created new multi-screen user flows, not just made visual tweaks
• Ability to write clear and structured product requirements independently; technically fluent and comfortable collaborating with engineers
• Data-driven mindset: works directly with data, defines the right tasks for analysts, and can spot dashboard errors
• Experience in project management across multiple teams; delivers on time and tracks progress effectively
• Strong stakeholder management and expectation-setting skills
• A proactive, ownership-driven mindse
• B2 or higher English level for effective communication with an international team

Our ways of working:

• Innovative Spirit: A commitment to creativity and groundbreaking solutions
• Honest Feedback: valuing open, transparent communication
• Supportive Team: a strong, collaborative community
• Celebrating Achievements: recognizing our wins together
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

• Relocation support to Mexico — with assistance for the employee and their family 
• Flexible work from our office or remote
• Healthcare Coverage
• Education Budget: Language lessons, professional training and certifications
• Wellness Budget: Mental health and fitness activity reimbursements
• Vacation policy: 20 days of annual leave and paid sick leave

Andersen is hiring a Business Analyst with German to contribute to international software development projects and deliver digital solutions for global enterprise clients.

Andersen is a pre-IPO software development company providing a full cycle of services. For over 19 years, we have been helping enterprises and middle-sized firms worldwide transform their businesses by creating effective digital solutions using innovative technologies. Today, we are working with organizations from various parts of the world, including North America, Western Europe, Israel, Australia, and the UAE.

Immerse yourself in a global landscape as we collaborate with enterprises spanning North America, Western Europe, Israel, Australia, and the UAE. Our diverse expertise extends across FinTech, Healthcare, Retail, Telecom, Media & Entertainment, Logistics, Travel & Hospitality, eCommerce, and more.

• Analyzing and documenting business and technical requirements from various stakeholders.
• Conducting business meetings and joint sessions on application and requirements development.
• Reviewing and systemizing project documentation in terms of process selection.
• Dividing business requirements into parts, decomposing them to a manageable level, and communicating them to the development team.
• Creating and maintaining documentation on business and software requirements.
• Helping to maintain the roadmap and conducting appropriate gap analysis.
• Closely working with project teams and technical specialists to ensure successful project delivery.
• Analyzing risks and causes of errors in system development.

• Commercial experience as a Business Analyst for 3+ years.
• Experience as a System Analyst for 1+ years.
• Experience in developing software documentation.
• Deep knowledge in all techniques of requirements elicitation, experience in requirements management.
• Strong analytical skills to critically evaluate information from multiple sources.
• Experience in managing a backlog and decomposing and prioritizing tasks.
• Ability to modify a chosen approach in response to changing stakeholders, conditions, circumstances, and feedback.
• Experience in modeling business processes (at least BPMN/UML).
• Experience in Agile (Scrum) methodologies.
• Knowledge of requirements management tools (at least Jira and Confluence).
• Level of English – from Intermediate+ and above.
• Level of German – from Intermediate+ and above.

• Basic Domain knowledge (Banks, Neo-Banks, Insurance, Payments, Fintech in general).
• International professional certificates (PSPO, PSM, etc.).

• Andersen cooperates with such businesses as Samsung, Reuter Gruppe, T-Systems, TUI, Ryanair, Johnson & Johnson, etc. This project is just your beginning here – working with us means reliability and prospects.
• We have been strengthening our expertise since 2007. During this time, we have formed an excellent BA & SA team with streamlined processes, which now consists of more than 200 qualified analysts.
• We welcome specialists from every part of the world.
• We give our employees an opportunity to attend and participate in the company’s BA meetups, as well as offer a compensation program for international professional certificates.
• There are many different ways to grow and develop at our company. You can improve as a tech specialist or a resource manager, and all your activities will be decently rewarded.
• You will have an opportunity to take on the role of a mentor and help a group of BA/SA beginners grow.
• Our employees have access to Andersen Knowledge Base, where they can take courses in a variety of areas: the art of negotiation, PreSale & Discovery, Agile essentials, product ownership, microservice architecture, API design, SQL, AWS, GDPR, UX/UI, people management, and more.

Join us!

Бизнес-аналитик в HR-направление 2ГИС — это не просто карты и справочник компаний, мест и услуг.

Мы помогаем миллионам людей каждый день находить нужную информацию, строить маршруты и взаимодействовать с бизнесом. Сейчас в 2ГИС активно растёт команда — мы много нанимаем, и внутри у нас кипит жизнь: процессы разнообразные, интересные и постоянно развиваются. Мы решили описать и автоматизировать их, чтобы работать ещё эффективнее.

Что мы ожидаем от тебя

• Опыт работы бизнес-аналитиком от 4 лет.
• Навыки сбора, анализа и структурирования требований от внутренних заказчиков и исполнителей.
• Опыт работы с функциональными и нефункциональными требованиями.
• Умение описывать, анализировать и оптимизировать бизнес-процессы.
• Навыки работы с данными: сбор, анализ и визуализация. * Опыт моделирования процессов в нотации BPMN 2.0.
• Практический опыт внедрения изменений и оптимизации процессов.
• Опыт участия в автоматизации процессов и внедрении IT-решений.
• Опыт подготовки проектной документации: BRD, SRS, Use Cases и других артефактов. Опыт планирования и ведения проектов: декомпозиция задач, определение приоритетов и этапов, контроль сроков и результатов.
• Умение выстраивать взаимодействие с несколькими командами и стейкхолдерами.
• Будет плюсом
• Понимание специфики HR-процессов.
• Опыт работы с проектами в HR-направлении.

Чем предстоит заниматься

• Описывать и моделировать HR-процессы в формате **as-is / to-be** с использованием BPMN или других нотаций.
• Анализировать текущие процессы, выявлять узкие места и точки роста.
• Формировать предложения по оптимизации и автоматизации процессов, оценивать риски и ожидаемые выгоды от изменений.
• Вести проекты по улучшению и автоматизации HR-процессов от постановки задачи до внедрения.
• Планировать реализацию проектов: определять этапы, приоритеты, сроки и зависимости.
• Декомпозировать задачи и координировать работу участников проекта.
• Контролировать сроки, статус и результаты реализации.
• Управлять рисками и изменениями в рамках проектов.
• Обеспечивать прозрачность статуса проектов для заказчиков и ключевых стейкхолдеров.
• Собирать и документировать требования: составлять технические задания, пользовательские сценарии, спецификации и другую проектную документацию.
• Взаимодействовать с ключевыми стейкхолдерами — HR, юридическим отделом, бухгалтерией и другими командами — для согласования решений.
• Участвовать в развитии и доработке HR-систем.
• Сопровождать внедрение изменений и оценивать результаты реализованных решений.