Business Analyst - Senior - VF

eTeam; Columbus (OH); On-site; USD 90,000 - 125,000; Full time

Job summary

eTeam in Columbus, OH is seeking a Senior Business Analyst to join the Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels team. You will partner with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, and design scalable, customer-centered solutions.

Responsibilities include developing test scenarios, supporting UAT, documenting defects, and ensuring solutions meet business needs while enabling adoption.

Qualifications

• Demonstrated ability to understand and discuss technical concepts and digital operations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work with cross-functional teams in a fast-paced environment.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
• Digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, or mobile applications)

Responsibilities

• Facilitates Customer Transformation program implementation of the product roadmap of omni-channel Digital experiences (web, mobile app and chatbot) to deliver a best-in-class customer experience across all company websites.
• Develops and manages business requirements and project plans in collaboration with Customer Transformation Service Integration partners and Digital Vendors.
• Provides strategic insight around delivering innovative, reliable and efficient customer experiences to leadership and business partners.
• Improves self-service customer capabilities across all customer-facing websites.
• Writes and executes user acceptance test scripts to ensure functionality and quality of any web development meet the business requirements set on a project-by-project basis.
• Coordinates and executes website testing as needed during and after deployments of enhancements.]
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Skills

Salesforce

SAP S4 Hanna

Payments Product

FICA / Accounting

Payment Process

Job description

Title: Business Analyst - Senior

Location: Columbus, OH43215

Duration: 12 months

Qualifications

Data cleansing/conversation & address validation skills needed along with any SAP S4

Mandatory Skills and experience

• Salesforce Product experience
• SAP S4 Hanna Product Experience
• Payments Product Experience
• FICA /Accounting Skills
• Payment Process Skills

Customer Transformation supports multi-year effort to modernize customer experience through changes to process, technology, and ways of working. This role partners with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, streamline workflows, and assess organizational impacts. The role helps design scalable, customer-centered solutions while supporting stakeholder engagement and readiness for testing, adoption, and rollout, including the ability to develop test scenarios, support user acceptance testing, identify and document defects, and validate that solutions meet business requirements and customer needs.

This position is ideal for individuals who thrive in fast-paced, complex project environments; are passionate about driving meaningful change, improving the customer’s experience, and enabling employees with modern tools and ways of working; and are comfortable working with new technology. Successful candidates should be self-initiators who can work with minimal direction, embrace change, and are willing to travel as needed to support program needs.

This specific opening is for Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels, including web self-service, mobile app and chatbot.

Selection Criteria

Required qualifications:

• Demonstrated ability to understand and discuss technical concepts and digital operations
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work with cross-functional teams in a fast-paced environment
• Excellent written and verbal communication skills
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint
• Digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, or mobile applications)

Preferred

• A passion for improving customer experiences in digital technology
• Experience managing customer-facing software solutions
• Project Management experience
• Experience with the utility or energy industry preferred

Proficiency & Competency Level Definitions

Confidence: Displays strong belief in self and team’s abilities

Strategic Thinking: Anticipates future trends, assesses complex situations and pulls forward relevant best practices to influence decisions and direction

Continuous Improvement: Challenges the way we've always done something to look for a better way and drive standardization across the enterprise

Inspiration: Sets a positive & clear vision that motivates others to want to perform at their best; holds a transformation mindset for self and others

Resilience / Grit: Digs deep and displays determination for success; sustains positive energy under pressure and copes with disruptive changes productively

Decision Making: Makes and communicates clear, timely decisions, even amid ambiguity or uncertainty

Accountability / Results Focus: Keeps commitments and holds others to their commitments; drives for desired outcomes; acts with urgency

Communication: Delivers succinct communications & drives effective meetings

Team Development: Builds & sustains high-performing teams by fostering collaboration, feedback, and continuous improvement; ensures individual goals are aligned with team goals

Responsibilities

Principal Duties and Responsibilities:

• Facilitates Customer Transformation program implementation of the product roadmap of omni-channel Digital experiences (web, mobile app and chatbot) to deliver a best-in-class customer experience across all company websites
• Develops and manages business requirements and project plans in collaboration with Customer Transformation Service Integration partners and Digital Vendors
• Provides strategic insight around delivering innovative, reliable and efficient customer experiences to leadership and business partners
• Improves self-service customer capabilities across all customer-facing websites
• Writes and executes user acceptance test scripts to ensure functionality and quality of any web development meet the business requirements set on a project-by-project basis
• Coordinates and executes website testing as needed during and after deployments of enhancements