Sr. Business Systems Analyst - Contact Center & Sales

Description

Your top priority as a Sr. Business Systems Analyst is to serve as a liaison between business stakeholders and IT, ensuring business technology solutions are aligned with operational needs, process improvement opportunities, and enterprise priorities. This role builds and maintains strong business relationships, analyzes business processes and data, gathers and validates requirements, translates needs between business and technical teams, supports solution design, facilitates demos and proof-of-concept sessions, and manages scope, backlog, priorities, testing, support, and lifecycle activities for assigned business applications. The position requires strong functional and technical analysis, cross-functional collaboration, Agile delivery practices, Azure DevOps proficiency, technical aptitude across business applications, integrations, and system architecture, and the ability to evaluate AI-enabled and emerging technology use cases responsibly and effectively. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

Key Responsibilities:

• Develop, maintain, and strengthen business relationships with key process owners, subject matter experts, stakeholders, vendors, and cross-functional IT teams.
• Manage stakeholder engagement, communication, expectations, scope, backlog, priorities, and escalation paths for system projects, enhancements, support topics, and product delivery activities.
• Analyze current-state and future-state business processes, identify improvement opportunities, recommend process changes, and support continuous improvement through effective problem-solving and root cause analysis.
• Elicit, document, validate, and manage business, functional, technical, data, reporting, integration, security, and support requirements to ensure requirements are accurate, verifiable, consistent, feasible, and comprehensive.
• Translate business needs into functional and technical requirements and translate technical concepts, constraints, and solution options into clear business language for stakeholders and decision makers.
• Partner with developers, architects, administrators, vendors, and business stakeholders on solution design, design review, delivery planning, production readiness, release coordination, and lifecycle management of assigned business applications.
• Prepare and maintain required analysis and delivery documentation, including business requirements, functional requirements, technical notes, scope documents, use cases, process flows, data flows, diagrams, decision records, future-state proposals, support procedures, and UAT test cases and plans.
• Deliver functional demonstrations, walkthroughs, and proof-of-concept sessions with business stakeholders to validate requirements, support adoption, confirm business value, and enable informed decision making.
• Provide business application support and second-level analysis for assigned systems, including issue investigation, data analysis, data quality management, defect coordination, enhancement intake, prioritization, and communication of status and resolution.
• Participate in and coordinate testing, QA, and UAT activities by developing test plans, test conditions, test scripts, expected results, defect lists, enhancement lists, and written test outcomes.
• Use Agile practices and Azure DevOps to create, refine, prioritize, manage, and track work items, backlogs, sprint activities, acceptance criteria, dependencies, and delivery progress.
• Contribute to project and product planning, coordination, and delivery management by developing plans and estimates, monitoring milestones, tracking lifecycle activities, reporting risks and issues, coordinating actions, and resolving conflicts.
• Apply technical aptitude across business applications, integrations, data relationships, reporting, system architecture, security, environments, and operational support considerations.
• Evaluate AI-enabled solutions, emerging technologies, and automation opportunities by identifying practical business use cases, assessing data and risk impacts, supporting responsible adoption, and communicating implications to business and technical stakeholders.
• Aid in the coordination, mentoring, onboarding, and knowledge transfer of new team members and contracted staff as needed.

What you will bring to the table:

• Bachelor's degree or equivalent in computer science, information services, business administration, or work equivalent in related field.
• At least 5 years of experience in a Sr. BSA position.
• Excellent verbal, written and interpersonal communications skills, including the ability to interact professionally with diverse groups, across disciplines, and with executives, managers, and subject matter experts.
• Superior analytical, organizational, time management, continuous improvement, and problem-solving skills, including the ability to analyze business processes, data trends, root causes, and improvement opportunities.
• Strong computer skills, including proficiency with MS Office (Word, Excel, PowerPoint) and with business process modeling tools such as Microsoft Visio.
• Experience with Dynamics 365 CRM Sales and related Power Platform components (Power Apps, Power Automate, Power BI) required. This includes experience with functional administration of D365 CE, security role configuration, environment readiness management, and Power Platform fundamentals - Power Automate flows and Power BI reports.
• Experience assessing AI-enabled solutions and emerging technologies, including the ability to identify practical business use cases, evaluate risks, governance needs, and data impacts, support responsible adoption, and communicate AI concepts clearly to business and technical stakeholders.
• Must have functional awareness of D365 CE and D365 F&O data relationships.
• Experience delivering functional demonstrations and proof-of-concept sessions to business stakeholders.
• Experience and/or familiarity with Contact (Call Center) Center process and technologies such as NiCE/CXOne, Eckoh/PCIPal preferred.
• Experience as a user with JD Edwards ERP preferred.
• Experience leading and participating in quality assurance activities.
• Experience with Agile delivery practices and Azure DevOps, including work item creation, backlog management, prioritization, refinement, acceptance criteria, sprint planning support, dependency tracking, and delivery coordination.
• Demonstrated ability to work effectively with others in a collaborative team-oriented environment.
• Demonstrated ability to interpret business needs, gather and validate requirements, document functional and technical specifications, and translate effectively between business stakeholders and technical teams.
• Experience writing documentation and procedures addressing user needs.
• Experience preparing technical and other related documents by collecting, analyzing, and summarizing business requirements, information, and trends.
• Experience supporting business applications through the full lifecycle, including enhancement intake, support analysis, data analysis, quality management, release readiness, adoption support, and ongoing operational stabilization.
• Experience planning, coordinating, and delivering project or product work across business and technical teams, including managing scope, priorities, dependencies, risks, testing, UAT, and stakeholder communication.
• Ability to engage stakeholders in meaningful and effective ways, manage business relationships, facilitate working sessions, influence without authority, and maintain alignment across business and IT teams.
• Ability to communicate technology concepts effectively with technically proficient and non-technically proficient individuals, including translating technical constraints, solution options, risks, and impacts into business language.
• Deep understanding of business processes and strong business acumen across multiple business functions, with demonstrated experience identifying process gaps, data quality issues, operational impacts, and practical opportunities for improvement.
• This role requires strong leadership and collaboration skills, including the ability to influence without authority, partner effectively with business leaders, vendors, and cross-functional IT teams, facilitate demos and proof-of-concept sessions, and deliver high-quality solutions through coordinated planning, analysis, testing, and implementation.
• Must have a strong customer service orientation.
• Demonstrates Northern Tool + Equipment's 12 Core Competencies.