Business Analyst (Implementation Manager)

Team: Delivery Reports to: Head of Delivery Location: Remote (EU) Role Purpose Own the end-to-end configuration and implementation of ZeroRisk customer onboarding and expansion projects, while driving standardisation and repeatability across delivery. This role is responsible for translating customer requirements into scalable configurations, reducing reliance on engineering, and enabling faster, more predictable onboarding. You will work directly with customers to design and optimise acquirer → merchant journeys, configure the platform (no-code), and validate end-to-end flows. Beyond individual projects, you will contribute to building a system-led delivery model through playbooks, reusable templates, and structured processes that support scale. What You’ll Do Discovery & Solution Design · Run structured workshops with acquirers, PSPs, and merchant stakeholders to capture current (as-is) and target (to-be) processes · Map and optimise merchant lifecycle journeys (onboarding, PCI enrolment, assessments, scanning, risk scoring, alerts, reporting) · Translate business rules into clear, testable requirements, user stories, acceptance criteria, and process flows Configuration & Implementation · Configure ZeroRisk modules, workflows, and rules (e.g. onboarding steps, SAQ logic, scanning schedules, notifications, dashboards) · Set up hierarchies, roles/permissions, data structures, forms, and reporting packs · Prepare and manage environment baselines, configuration versioning, and decision logs · Deliver solutions primarily through configuration, minimising custom engineering work Data & Integrations (Partnering with Specialists) · Define data mappings for merchant and reference data · Support data imports, validation, and reconciliation · Collaborate with integration engineers on APIs, interfaces, and error handling Testing & UAT · Define and execute structured UAT processes, including test case creation, execution, and defect tracking · Ensure UAT entry and exit criteria are met before go-live · Validate end-to-end workflows and configurations · Drive UAT quality and coverage, reducing production defects and rework Rollout & Go-Live · Orchestrate merchant rollout waves, readiness checklists, and go-live plans · Manage communications and ensure operational readiness · Support early-life operations and issue resolution Standardisation & Scale · Develop and maintain reusable onboarding playbooks, configuration templates, and merchant journey patterns · Identify opportunities to standardise configurations and reduce bespoke implementation work · Contribute to continuous improvement of the delivery framework and processes · Support the transition from person-led to system-led delivery execution Knowledge & Documentation · Create and maintain high-quality configuration documentation, runbooks, and implementation artefacts · Contribute to the central knowledge model to enable Delivery, Customer & Merchant Support teams to operate independently · Ensure all implementations are fully documented, consistent, and repeatable Handover & Ownership Transition · Ensure structured handover to CS&MS with complete documentation, configuration clarity, and operational readiness · Define and validate handover readiness criteria before project completion · Support a smooth transition from onboarding to BAU operations Systems & Tooling · Work within system-led delivery tools (e.g. Jira, UAT tools, workflow systems) · Maintain accurate tracking of requirements, configuration, and testing within core systems · Contribute to the continuous improvement of delivery tooling and workflows Multi-Project Delivery · Manage multiple implementations concurrently at different lifecycle stages o e.g. configuration build on Project A o UAT on Project B o discovery on Project C · Provide clear status updates on progress, risks, and dependencies · Raise blockers early with proposed solutions and impact What You’ll Need · 3–6+ years in Implementation Analyst / Configuration Analyst / Business Systems Analyst roles within SaaS or enterprise platforms · Strong experience configuring platforms (workflows, rules, roles, forms, dashboards) using no-/low-code tools · Proven experience in process modelling (BPMN/flowcharts), requirements definition, and UAT execution · Solid understanding of data mapping and working with structured data (CSV, basic SQL preferred) · Comfortable working with APIs and integrations (no coding required) · Strong stakeholder management, workshop facilitation, and structured documentation skills Nice to have: · Knowledge of PCI DSS, merchant acquiring, payments, fraud, or risk/compliance platforms How We Measure Success (KPIs) · % of requirements delivered through configuration (vs custom development) · % of onboarding delivered using standardised templates and playbooks · Time-to-first-value for new merchant cohorts and programmes · UAT pass rates and defect escape rate post go-live · Reduction in engineering dependency during implementation · On-time delivery of rollout waves and merchant activation metrics · Quality and completeness of documentation and runbooks · Stakeholder satisfaction (acquirer and merchant) Working with the Project Manager · The PM owns delivery planning, RAID management, and communication cadence · You own configuration scope, quality, and implementation execution Together you will: · Define milestone-based delivery plans (environment ready, baseline, build, UAT, go-live) · Maintain a live configuration backlog and change log · Identify scope changes early and communicate impact with options Summary This role is critical to scaling ZeroRisk delivery. You will: · Deliver high-quality implementations · Reduce dependency on engineering · Build repeatable, scalable onboarding processes · Contribute to a system-led operating model across the organisation