Senior Business Analyst - AI & Knowledge Design

About Reply:

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply's services include Consulting, System Integration, and Digital Services.

Role Overview:

This senior role leads end-to-end discovery and redesign of how organisations work, turning real-world processes, specialist knowledge and decision-making into AI-ready designs for agents and humans. You will model business concepts, rules and responsibilities, define how people and agents collaborate, and specify what agents may do, what they must know, and when human judgement is required. Working closely with a knowledge graph engineer and an AI lead, you will own the business meaning of solutions, ensuring implementations are trusted, governable and measurably valuable.

Responsibilities:

• Lead discovery through workshops, interviews and observation, uncovering how work really happens, including exceptions, workarounds and tacit expert judgement.
• Redesign processes around outcomes rather than legacy tasks, deciding where AI agents, traditional automation or simple process changes are most appropriate.
• Model the domain and knowledge: define concepts, relationships, rules, decision criteria and lifecycle states, and identify authoritative sources, conflicts and gaps.
• Design the human-agent operating model, clearly allocating responsibilities, handovers, approvals and escalation paths between people, agents and systems.
• Specify each agent's scope: what knowledge it needs, which actions it may take, and where human review or override is required, producing build-ready specs and test scenarios.
• Define success measures, baseline current performance and prioritise opportunities by value and knowledge readiness, contributing to robust business cases.
• Stay engaged through delivery, resolving ambiguity, validating solutions with users and experts, and iteratively refining processes, knowledge and agent behaviour based on evidence.

About the Candidate:

• Brings around 7+ years' experience in business analysis, service design, business architecture or management consulting, ideally in IT professional services or digital transformation.
• Demonstrates strong gravitas and communication skills, confident leading workshops, managing stakeholders and holding senior and C-suite conversations as the primary business-facing lead.
• Thinks in systems and end-to-end flows, understanding how work, data and decisions traverse ERP, CRM, collaboration tools and legacy platforms.
• Has a proven track record of making specialist knowledge explicit through concept/data models, business rules, decision tables and clearly articulated business questions.
• Is delivery-focused, producing clear, proportionate specifications and test scenarios that engineering teams actually use to design, build and evaluate solutions.
• Is AI-literate, understanding where AI agents excel and fail, the importance of reliable knowledge and controls, and able to point to at least one hands-on AI-related example.
• Ideally brings familiarity with knowledge structures (ontologies, taxonomies, knowledge graphs), human-AI interaction or agent design, and measuring business value and governance impacts.

Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.