Job Description

I. Job Summary

We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions.

The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI‑powered features.

II. Essential Duties and Responsibilities

• Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization.
• Analyze end‑to‑end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.
• Partners with business, data services, UX, and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.
• Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self‑service and support.
• Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
• Defines the vision of Product
• Serve as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
• Lead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.

III. Qualifications

A. Required Qualifications

• Bachelor's Degree (accredited) in Computer Science, MIS, Business Administration or similar area of study or in lieu of degree
• or GED (accredited) and 4 years of relevant work experience.
• 8 years of relevant work experience as an IT Business Analyst (in addition to education requirement)
• 4 years of working as an IT Manager/Project Manager may substitute for the minimum years of experience.

B. Preferred Qualifications

• Proven experience supporting customer‑facing digital platforms, preferably self‑service websites or portals.
• Experience working with large‑scale enterprise websites or high‑traffic consumer platforms.
• Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing).
• Experience partnering with Data Science or AI/ML teams in production environments.
• Demonstrated experience working on AI‑enabled solutions, such as:
  • Conversational AI/Chatbots
  • Automation and intelligent workflows
  • Predictive or recommendation systems
  • Data‑driven decision or personalization engines
• Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
• Excellent stakeholder management, facilitation, and communication skills.
• Background in utilities, logistics, or service‑based industries is a plus.
  

C. Certificates, Licenses, Registrations or Other Requirements

• Certified Scrum Product Owner (CSPO)
• PMI Professional in Business Analysis (PMI‑PBA) or IIBA Certification (CBAP or CCBA)
• SAFe Agilist (SA) or equivalent Agile scaling certification
• Certifications or formal training in AI, Data Analytics, or Digital Product Management (e.g., AI for Business, Data Analytics, or UX-related certifications)

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

ABOUT WM

WM ( WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com

Equal Employment Opportunity

For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.