KAYALI Business Solution Lead

Description

Who We Are

Fueled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to 'my imagination' in Arabic, KAYALI provides a modern fragrance experience inspired by Mona's rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love. Mona collaborates with some of the world's most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty-free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi-faceted jeweled bottles.

Our Mission

To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.

Summary

Introduction of a Business Solutions Lead role within IT Operations to act as a bridge between business and technology. This role will partner with stakeholders to understand and translate business requirements into scalable system solutions, support the rollout and adoption of business applications, and provide ongoing operational support by coordinating with internal IT teams and vendors.

Requirements

Essential Duties and Responsibilities

• Act as the primary bridge between business stakeholders and IT Operations to identify needs, clarify pain points, and translate requirements into actionable solutions

• Support continuous improvement and transformation initiatives by mapping current processes, documenting future-state workflows, and recommending pragmatic enhancements

• Maintain strong functional understanding of key business applications across departments (e.g., Marketing, Finance, HR) to advise users and optimize system usage

• Support Point of Sale (POS) solutions by providing functional expertise for setup and configuration, partnering with business users to optimize workflows, and coordinating with IT/vendors for integrations and issue resolution

• Gather, analyze, and document business requirements, user stories, and acceptance criteria; support prioritization of enhancements and fixes with business owners

• Plan and coordinate UAT by preparing test scenarios, supporting data validation and reconciliation, tracking defects, and driving timely business sign-offs

• Provide clear stakeholder communication, including updates on incidents, enhancements, timelines, dependencies, and business impacts

• Develop and maintain solution documentation (process flows, SOPs, how-to guides) and coordinate training and change adoption for business users

• Coordinate with internal IT teams and external vendors to troubleshoot application and integration issues, manage escalations, and restore service quickly

• Support IT Operations activities such as access management, periodic reviews, and coordination of renewals for business-critical tools and services

• Ensure solutions and changes comply with governance, audit, and cybersecurity requirements by partnering with relevant IT and business control owners

• Provide day-to-day business support for IT services by triaging requests, advising on best practices, and coordinating resolution across IT Operations

• Support vendor coordination and operational administration (purchase orders, renewals, service reporting, and follow-ups) to ensure continuity of service

• Monitor system adoption and usage, gather user feedback, and identify opportunities to maximize value from implemented solutions

• Stay current on relevant technologies and integration patterns (e.g., ERP integrations, data warehousing, APIs, middleware) and evaluate business needs with a holistic end-to-end solution mindset

• Partner with vendors and consultants to evaluate options, propose improvements, and support configuration changes that enhance business outcomes

• Deliver a high standard of customer service and professionalism, ensuring business stakeholders feel supported, informed, and enabled

Requirements

• Proven experience in a Business Solutions, Business Analyst, Application Support, or similar role within an enterprise environment

• Strong understanding of business applications and operational support practices (e.g., ITSM/ticketing tools, incident & request management, SLAs)

• Functional knowledge of Point of Sale (POS) systems, including setup/configuration and supporting store operations (preferred)

• Ability to translate business requirements into clear functional specifications, user stories, process flows, and acceptance criteria

• Experience collaborating with cross-functional teams (business, IT, vendors) to troubleshoot issues, deliver enhancements, and manage escalations

• Strong analytical and problem-solving skills, with the ability to identify root causes, assess business impact, and propose practical solutions

• Strong sense of personal accountability and ownership, with a customer-service mindset and focus on operational excellence

• Experience supporting solution delivery activities such as UAT coordination, release readiness, user training, and change adoption

• Excellent communication and documentation skills (written and verbal), with the ability to engage stakeholders at all levels

• Awareness and working knowledge of modern technologies such as ERP integrations, data warehousing, API integration, and cloud/SaaS ecosystems, with the ability to assess solutions holistically across systems and business processes

• Certifications such as ITIL, Agile/Scrum, Microsoft/enterprise application certifications, or Business Analysis credentials are a plus