Job Description

Job Description

Position: Senior Business Systems Analyst

Location: [Tacoma, WA, 98402]

Estimate End date: 2027-01-07

Job Description:

Core Responsibilities:

• Requirements Gathering & Analysis: Collaborating with users and stakeholders to understand problems, document needs, and define project scope.
• System Design: Creating workflow charts, data models, and system specifications for new or improved applications.
• Process Improvement: Evaluating existing processes and recommending changes to optimize workflows and business performance. Solution Implementation: Overseeing the deployment of new systems, often involving ERP, CRM, or custom software.
• Testing & Quality Assurance: Participating in testing to ensure solutions meet requirements and function as expected.
• Documentation: Creating detailed reports, technical specifications, and user guides.
• Stakeholder Communication: Translating technical information for business teams and presenting findings to management.
• Troubleshooting: Identifying and resolving issues within existing systems.
• Data Analysis: Analyzing data to find trends, patterns, and opportunities for improvement.

Core Skills & Abilities:

• Administer and support Verint, IVR, MyAccount and Qmatic Systems.
• Configure, test, and document system changes to ensure smooth deployment.
• Provide operational support, troubleshooting, vendor ticketing if necessary, and issue resolution.
• Lead and coordinate small application enhancement projects from requirements to delivery.
• Gather, analyze, and document business and technical requirements.
• Perform system testing, validation, and verification of changes.
• Create and maintain technical user documentation.
• Professional and polished written and verbal communication skills.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams).
• Nice to have: Familiarity with Salesforce, particularly in configuration and support ticket management.

Collaboration:

• Collaborate with cross-functional teams, vendors, and internal stakeholders.
• Build strong working relationships and coordinate across multiple departments and divisions.
• Work effectively in a team-oriented environment, but also able to work independently.
• Demonstrate professionalism, mutual respect, and adaptability.

Service Delivery & Initiative:

• Effectively organize assignments to deliver accurate, timely, and high-quality results.
• Show initiative and proactive problem-solving to improve processes and outcomes.
• Adapt to shifting priorities and ensure projects and workload are completed on schedule.

Communication Effectiveness:

• Translate complex technical information in a clear, simple way that business users and stakeholders can understand.
• Prepare professional documentation, reports, and presentations.
• Demonstrate active listening and responsiveness to business needs.

Technical Knowledge:

• Knowledge of call center, customer web-portal, and queuing technologies.
• Familiarity of the utility industry and utility billings.
• Familiarity with SAP S4 or similar customer information system.

Organization & Effectiveness:

• Strong organizational skills with the ability to manage and prioritize multiple assignments.
• Demonstrate accountability, follow-through, and ownership of tasks.
• Ability to work flexible hours, including occasional after-hours support for cutovers or project implementation.

Experience & Certifications:

• Minimum of 5 years of experience as a business systems analyst
• Experience administering and configuring Verint, IVR, MyAccount web portal, or Qmatic systems (or similar technologies).
• Experience leading small application enhancement projects.
• Utility industry experience preferred.
• Familiarity with SAP S4 or similar customer information system.
• Nice to have: Salesforce administration, configuration, and support ticket management experience.
• Nice to have any of the following: Certified Business Analysis Professional (CBAP) from IIBA; Certified Competency in Business Analysis (CCBA) from IIBA; Agile Analysis Certification from IIBA (IIBA-AAC); Certified Business Analyst Professional (CBAP) from IQBBA; Certified Professional for Requirements Engineering - Foundation Level (CPRE-FL) from IREB; Certified Software Business Analyst (CSBA) from ISCB; Professional in Business Analysis (PMI-PBA) from PMI; Certified Business Process Associate (CBPA) from IIBA

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