Job Description

Mission Overview:

Keystone Solutions is seeking a Senior Business Analyst for a consultancy mission to support our client's MyAccount customer self-service portal across multiple countries. As a Keystone Solutions consultant, you will operate at the intersection of business, IT, UX, customer care, legal, and international stakeholders to analyze business needs, structure requirements, and support the delivery of scalable, customer-focused digital solutions.

About the Client and Digital Strategy:

Our client is a leading pan-European provider of parking and mobility solutions, active across multiple countries and urban environments. The group manages an extensive parking infrastructure network and invests in sustainable mobility, customer-focused services, and digital innovation.

Following a strategic alliance with an industry partner, the scale and international footprint of the group have been further strengthened. This collaboration supports the ambition to harmonize mobility services across borders, increase operational excellence, and position digital solutions at the core of customer and partner interactions.

Within this digital strategy, the MyAccount customer self-service portal plays a central role in the digital customer ecosystem. The platform supports customer onboarding, login, account management, contract management, payment methods, transactions, invoices, receipts, and other self-service capabilities across multiple countries.

Consultancy Model at Keystone Solutions:

This is a consultancy role where you will work on-site at the client location as a Keystone Solutions consultant. You will collaborate closely with client stakeholders while leveraging Keystone Solutions' methods, coaching, and community to deliver value rapidly. You will represent Keystone Solutions' standards of excellence, ensuring alignment with client objectives and delivering measurable outcomes within a complex international environment.

Key Responsibilities (performed as a Keystone Solutions consultant at the client):

• Analyze and structure business needs from Sales, Marketing, Customer Care, Legal, IT and international stakeholders
• Translate business needs into clear, consistent and testable user stories and functional requirements
• Document user flows, process flows, business rules, functional analyses and decision logic
• Analyze customer self-service journeys such as: registration; login; account management; contract management; payment methods; transactions; invoices; receipts; support-related flows
• Assess impact, scope, dependencies, risks and operational consequences of changes
• Challenge business requests to clarify objectives, expected value and operational impact
• Facilitate workshops and alignment sessions with business, IT, UX, legal, customer care and international stakeholders
• Support functional refinements, sprint activities, demos, testing and release preparation
• Collaborate closely with UX designers based on Figma designs and customer journey insights
• Ensure consistency between MyAccount, backend systems and country-specific business needs
• Contribute to functional validation and acceptance testing
• Help identify improvement opportunities across customer-facing digital platforms

How We Work (tools, methods, and collaboration):

• Confluence for documentation, functional analysis and decision logs
• Azure DevOps for backlog management, user stories and delivery tracking
• Figma for UX, design collaboration and validation of customer journeys
• Agile Scrum as the standard delivery framework
• Close collaboration with internal IT teams, external partners and international stakeholders

Who We Are Looking For — Required:

• At least 5 years of experience as a Business Analyst, Functional Analyst or similar role in a digital product environment
• Proven experience with customer portals or self-service platforms
• Strong knowledge of Agile and Scrum
• Experience writing user stories, acceptance criteria, functional analyses and process flows
• Good functional understanding of APIs, integrations, backend-driven digital products and data flows
• Strong analytical and problem-solving skills
• Ability to structure and communicate complex topics clearly
• Experience with stakeholder management in a complex or international environment
• Clear and professional communication style, both written and spoken
• Fluent English is required
• Knowledge of Dutch and/or French is strongly recommended

Nice to Have:

• Experience with customer identity, account management, contract management, payment methods, invoicing, receipts or transactional flows
• Experience with Azure DevOps, Confluence and Figma
• Experience in a multi-country or pan-European environment
• Affinity with UX, customer journeys and digital self-service
• Experience with compliance, privacy or legal-related digital processes
• Experience working with external suppliers or nearshore/offshore development teams

Consultancy Advantages at Keystone Solutions:

• Consultancy Nature of Work: Operate on-site at client locations as a Keystone Solutions consultant, integrating into client teams while applying Keystone's proven consulting practices and delivery frameworks.
• Dynamic Projects: Tackle diverse challenges across multiple client engagements, with opportunities to contribute to cross-channel digital evolutions impacting customers in several countries.
• Turbo-Charged Learning and Development: Benefit from coaching, knowledge sharing, and access to Keystone's communities of practice, accelerating your expertise in business analysis, product delivery, and customer experience.
• Ambition Skyrocketing within a Consultancy Framework: Grow your responsibilities through varied missions, from discovery to delivery, shaping priorities and influencing decisions alongside senior international stakeholders.

Keystone Solutions' Values in Action:

Being a K-Stone means bringing integrity, customer impact, collaboration, and pragmatic delivery to every client project. You will champion clear communication, measurable value, and continuous improvement throughout each engagement.

Engagement Details:

• Role: Senior Business Analyst
• Scope: MyAccount Customer Self-Service Portal
• Start date: Immediate
• Location: Belgium
• On-site presence: Minimum 3 days per week in Brussels (mandatory)

What You Will Gain:

• A senior role within a strategic digital domain with tangible impact on customer-facing digital platforms used across multiple countries
• Close collaboration with international teams, IT, business stakeholders and external partners
• The opportunity to help shape complex cross-channel digital evolutions
• An environment where analysis, collaboration and pragmatic delivery come together
• A flexible hybrid working model centered around on-site collaboration in Brussels

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal