Are you a Business Analyst who thrives at the intersection of business operations and technology? Do you know how to turn complex production challenges into clear requirements, smarter processes, and practical tools that improve reliability? Join CFA Institute and partner with Site Reliability Engineering, Production Support, and business teams to strengthen the customer-facing platforms behind high-profile global events—from developing operational playbooks and monitoring dashboards to reducing incidents through automation and continuous improvement.

The Business Analyst (BA) is responsible for leading efforts to research and document the needs of business stakeholders and of the engineers who keep CFA Institute’s customer-facing platforms reliable. Working closely with Site Reliability Engineering (SRE), Production Support, and business analysts across IT, the BA will analyze operational and business processes, identify opportunities to streamline and improve those processes, and develop concise requirements and functional specifications for the monitoring, reconciliation, and coordination tooling that reduces and resolves production support issues.

The BA will be involved in the planning and execution of high-stakes operational events and reliability initiatives throughout their lifecycles. They will take a leading role in defining and scoping business problems with stakeholders, with an emphasis on improving efficiency across the system and resolving and reducing production support issues. They will play an integral role with delivery teams by creating feature requirements, user stories, acceptance criteria, and data maps, and will own the playbooks, dashboards, and coordination processes that standardize how the team plans, executes, and learns from operational events. In addition, they will lead configuration of end-user features, communication, rollout and training, and ongoing operational support.

This position is located in Charlottesville, Virginia and is eligible for remote work. It reports to the Director, Cyber Hygiene and Site Reliability Engineering.

What You’ll Do

• Partner with SRE, Production Support, IT, and business stakeholders to assess and implement improvements to the processes that keep our customer-facing platforms reliable

• Determine capability gaps, underlying problems, and the value for improving; recommend practical solutions through enhancements and automation

• Lead detailed business analysis to map operational processes, identify gaps, and develop functional requirements — from intake and coordination workflows to monitoring and alerting rules

• Plan and coordinate major operational events, including exam results releases and downtime/maintenance windows; author and maintain the playbooks and templates that standardize them, and run retrospectives to fold lessons learned back into the process

• Define requirements for monitoring, reconciliation, and reporting dashboards that surface incidents, data mismatches, and performance trends; partner with engineers to deliver, validate, and iterate on them

• Facilitate recurring problem-management forums — post-incident reviews, weekly problem catch-ups, and vendor SLA reviews — and maintain the documentation, taxonomies, and datasets that support trend analysis

• Investigate, analyze, and recommend solutions for complex, high-priority issues affecting production systems and end users

• Lead and prioritize requirements gathering, creating user stories, and setting acceptance criteria; develop and maintain roadmaps and business cases for operational tooling

• Lead user communication, training, and ongoing support, including adoption of AI-assisted and automated ways of working across the team processes, reduce friction, and improve analytical rigor across the organization.

What We’re Looking For

• Bachelor’s degree in business, IT, or a related field, or equivalent experience

• Previous professional experience as a business analyst or in product management, project management, engineering, or IT service management

• Proactive and self-motivated problem solver with a passion for finding and solving enterprise challenges

• Strong analytical skills with the ability to convey complex technical topics to diverse stakeholders

• Excellent interpersonal and communication skills, particularly in a global, remote environment

• Strong documentation skills with proven track record of translating business requirements for technical teams

• Thrives in a high-pressure environment working on organization-wide initiatives

• Familiarity with IT service management concepts (incident, problem, and change management) is a plus

• Familiarity with Jira, Confluence, Grafana, AWS, Azure, NetSuite, or BigCommerce is a plus

At CFA Institute, we are committed to transparency and equity in our hiring process. In compliance with wage transparency laws in many of the jurisdictions in which we recruit, we provide the following information regarding compensation for this position: Expected salary range: $95,000 - $130,000 per year. All salary ranges are subject to adjustment based on experience, education, and other factors relevant to the position. Additional benefits include eligibility for an annual incentive bonus, a 12% employer contribution to a 401(k) or pension plan, and a comprehensive medical benefits package.

We offer a comprehensive benefits package to support our employees, including health coverage, generous time off, competitive retirement plans, flexible work options, and wellbeing and development programs. You can learn more on our careers site: Working at CFA Institute | Comprehensive Benefits