IAM Business Analyst, Process, Persona and Change at Charlotte NC USA(Hybrid)

Role: IAM Business Analyst, Process, Persona and Change

Location: Onsite - Charlotte NC USA(Hybrid)
Practice: Cloud Business Unit

Role Purpose

Translate stakeholder needs and observed friction into measurable processes, persona requirements, backlog items and adoption material. Maintain traceability between business outcomes, solution requirements and acceptance evidence.

Key Responsibilities

• Map the current and target pre-onboarding journey, actors, handoffs, decisions, delays and escalation paths.
• Define and maintain intake, qualification, readiness, exception, decision and handoff requirements.
• Capture persona needs for onboarding, IAM and digital user journeys in collaboration with security and experience-design specialists.
• Document functional requirements, user stories, acceptance criteria, process rules and business glossary.
• Facilitate backlog refinement and ensure that application, analytics and IAM requirements have identifiable users and outcomes.
• Maintain requirements traceability through design, build, test, UAT and production rollout.
• Prepare user guidance, communications, training inputs and change-impact assessments.
• Track adoption feedback and convert validated observations into prioritized improvements.

Required Skills and Experience

• 7+ years as a business/process analyst on enterprise technology programs.
• Experience with process mapping, personas, user journeys, requirements, acceptance criteria and organizational change.
• Working knowledge of cloud onboarding, IAM/access requests, portals, dashboards and regulated controls.
• Strong workshop facilitation, interviewing, synthesis and concise documentation skills.
• Familiarity with agile backlog tools and requirements traceability.
• Ability to separate user needs from proposed solutions and resolve ambiguity constructively.

Success Measures

• Requirements are testable, traceable and linked to an identified persona or process outcome.
• Process and persona decisions are consistent across delivery teams.
• Rework caused by incomplete or ambiguous requirements is minimized.
• Users receive clear, role-appro