Senior Business Analyst (Delivery Ops)

Overview

The Senior Business Analyst will help drive the improvement and evolution of our delivery business operations by understanding the company's continuously changing needs while finding solutions to improve its business processes. This role will help coordinate and facilitate cross functional stakeholders in; analyzing business processes and recommending solutions to align individual business functions with organizational goals, assisting business stakeholders in documenting and defining business requirements, and will facilitate the prioritization of business initiatives within the Business Applications team. 

Duties & Responsibilities

• Manage and lead the work intake and prioritization process of feature enhancements and defects to help accelerate execution of commercial and revenue operations business process and technology improvements    

• Partner with stakeholders across Customer Support, Professional Services, Credentialing, Product Management, Engineering, Information Technology, and Human Resources to complete business process and requirements mapping in a collaborative way, to ensure completeness of requirement documentation and to accelerate the development of system changes 

• Manage communication and status updates of inflight work and initiatives to keep business stakeholders informed 

• Develop business documentation standards including but not limited to (business requirements documents, use cases and test scenarios, business process flows and procedures) and drive the adoption and use of the templates to serve the execution of system changes 

• Drive awareness of business process change that impact across business units and ensure alignment across business units prior to work development or execution 

• Develop meaningful and lasting relationships with partners for optimized systems integration, and respond to questions and concerns from managers and executives with supporting research and recommendations 

• Collaborate with project managers and cross-functional teams to support execution of prioritized work initiatives 

• Maintain documentation regarding various projects, processes, and operations 

Skills Required

• 8-10 years of Business Systems Analysis experience, with a strong preference for candidates who also have a background as a Salesforce Administrator. (Note: Solution Architecture knowledge is a massive plus, but hands-on coding is not required). 

• 2-3 years of project management experience with a deep understanding of the full SDLC within Agile or hybrid delivery environments. 

• Experience with various business applications, including CRM, PSA, ERP platforms (Salesforce, NetSuite, Certinia, ChurnZero, HubSpot etc.)    

• Extensive experience in data modeling, process mapping, and translating complex business rules into technical specification documentation. 

• Solid grasp of best-practice SaaS support, services, and business operations processes. 

• Expert at leading workshops, eliciting requirements, and building consensus among diverse business units. 

• An active listener and diplomatic problem-solver who can engage, influence, and push back on stakeholders at all levels when necessary. 

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