Full Job Description
WASH is seeking an experienced Senior Business Systems Analyst to serve as a strategic partner between Field Operations, technology teams, vendors, and business stakeholders. This role plays a key part in improving operational processes, delivering technology solutions, and supporting the continued evolution of our Salesforce and ServiceMax platforms.
The ideal candidate brings a strong combination of business analysis expertise, field service operations knowledge, and experience working with enterprise applications. This individual will help drive initiatives that improve technician productivity, service delivery effectiveness, reporting capabilities, and overall operational efficiency.
What You'll Do:
- Lead requirements discovery sessions, workshops, interviews, and business process reviews with Field Operations stakeholders.
- Analyze current-state processes and design future-state solutions that improve efficiency and user experience.
- Translate business needs into user stories, functional requirements, process flows, business rules, and acceptance criteria.
- Partner with Field Operations leaders to identify opportunities for process improvement and system optimization.
- Support Salesforce, ServiceMax, and related enterprise applications through enhancements, project delivery, and issue resolution.
- Collaborate with developers, architects, administrators, QA teams, vendors, and implementation partners throughout the software development lifecycle.
- Facilitate User Acceptance Testing (UAT), solution validation, and release readiness activities.
- Identify risks, dependencies, impacts, and integration requirements across enterprise systems.
- Assist with change management, training, communications, and adoption activities for new capabilities and enhancements.
- Provide leadership and guidance to stakeholders through analysis, recommendations, and business process expertise.
What We're Looking For:
- Bachelor's degree in Business, Information Systems, Computer Science, Operations, or a related discipline, or equivalent professional experience.
- 5-7 years of experience in business analysis, systems analysis, enterprise applications, or related technology roles.
- Experience supporting Salesforce and ServiceMax field service management platforms.
- Strong understanding of field service operations, including:
- Work orders
- Scheduling and dispatching
- Technician management
- Asset and equipment management
- Preventive maintenance
- Parts and inventory management
- Service contracts
- Mobile field service solutions
- Experience facilitating requirements gathering workshops and managing complex stakeholder relationships.
- Ability to translate business needs into actionable solution requirements.
- Strong analytical, problem-solving, communication, and organizational skills.
- Experience working in Agile and Scrum-based delivery environments.
Preferred Qualifications:
- Salesforce certifications such as:
- Salesforce Administrator
- Salesforce Business Systems Analyst
- Service Cloud Consultant
- ServiceMax certification or implementation experience.
- Certified Business Systems Analyst Professional (CBAP), CCBA, PMI-PBA, or similar certification.
- Experience supporting enterprise integrations, reporting solutions, and large-scale business transformation initiatives.
At WASH, you'll have the opportunity to work on high-impact initiatives that directly support our field service organization and customer experience. You'll collaborate with business and technology leaders, influence operational strategy, and help shape the future of critical enterprise platforms used across the organization.
This role offers the opportunity to:
- Lead meaningful business transformation initiatives.
- Work with modern enterprise platforms including Salesforce and ServiceMax.
- Influence operational excellence across a national field service organization.
- Partner with cross-functional business and technology leaders.
- Drive improvements that create measurable business value.
