Senior System Analyst

Company Description Q-nomy is a global provider of customer journey orchestration solutions, helping organizations manage complex service interactions across physical locations, digital channels, and AI-driven tools. Its Q-Flow platform supports hybrid operations that combine human and AI services, scheduled and walk-in interactions, and multi-step customer journeys across diverse systems and markets. The company is based in the US, with offices in Toronto, Tel Aviv, and Kyiv, and over 1,000 installations serving healthcare, government, finance, retail, and education organizations worldwide. Q-nomy partners with integrators and technology providers across five continents to ensure localized expertise and long-term support. The team values creativity, resourcefulness, mentoring, and professional growth, and offers a collaborative, welcoming environment for new team members.

Role Description The Senior System Analyst is a full-time, hybrid role based in Tel Aviv District, Israel, with flexibility for partial work from home. In this role, the analyst will translate complex business requirements into system specifications, design and optimize workflows on the Q-Flow platform, and collaborate with product, development, and implementation teams to deliver effective solutions. Daily responsibilities include analyzing customer journeys, mapping processes across multiple channels and systems, identifying system gaps, and proposing enhancements to improve performance and user experience. The role involves troubleshooting system issues, supporting integrations, preparing documentation, and guiding stakeholders through solution design and implementation. The Senior System Analyst will also mentor less experienced team members, contribute to best practices, and participate in continuous improvement initiatives.

Qualifications

• Candidates should have strong Systems Analysis and Business Analysis skills to translate requirements into scalable, efficient solutions.
• Candidates should have strong analytical and troubleshooting skills to diagnose issues and optimize system performance.
• Candidates should possess a robust Information Technology background, including familiarity with enterprise systems, integrations, and multi-channel platforms.
• Relevant experience in customer journey orchestration, workflow design, or complex operational environments (e.g., healthcare, government, finance, retail) is beneficial.
• Strong communication and collaboration skills, with the ability to work closely with technical and non-technical stakeholders.
• Experience as a senior or lead analyst, including mentoring or guiding team members, is an advantage.
• Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related field, or equivalent practical experience.
• Fluency in English; proficiency in additional languages is an asset, especially in international or multi-regional contexts.

Experience & Professional Requirements

• At least 6 years of systems analysis experience in complex technology projects.
• Proven experience in developing, standardizing, and implementing organization-wide systems analysis methodologies and best practices.

Education

Candidates must meet at least one of the following criteria:

• Bachelor's degree in Computer Science, Computer Engineering, Industrial Engineering and Management (with a specialization in Information Systems), or Information Systems Management.
• Bachelor's degree in another field, supplemented by at least 300 hours of advanced coursework in Information Systems.
• A practical engineering diploma in Computer Science or Technology.
• Alternatively, candidates without the above academic qualifications must have completed at least 400 hours of advanced training in Information Systems. Recognized certification in Systems Analysis is an advantage.

Personal Skills

• Strong teamwork and interpersonal skills.
• Proactive, self-motivated, and solution-oriented mindset.
• Ability to manage tasks independently, take ownership, and drive activities to completion.

Availability & On-Call Requirements

• Approximately one overnight on-call shift per month.
• Availability on weekends and public holidays according to a rotating on-call schedule.