Senior Business System Analyst

Hotwire Communications; Fort Lauderdale (FL); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

401K Retirement Plan with Company Miss

Paid Vacation, Sick Time, and Holidays

Hotwire Service Discounts

Job summary

Hotwire-Communications is seeking a Senior Business Analyst who will own the Amdocs suite and Field Service Management platforms. You will transform strategic ideas into concrete designs and requirements, coordinating across stakeholders to ensure technical feasibility and ROI-driven outcomes.

You will define project scope, document business requirements, and work with vendors to optimize end-to-end processes across order-to-activation, billing, and field service, while driving continuous

Qualifications

• Bachelor's degree in business, design, or information technology.
• Minimum of five (5) years’ experience as a Senior Business Analyst, Platform Owner, Architect, or Consultant.
• Hands-on experience with Amdocs (CRM, Billing, Order/Service Management or CES) and Field Service Management (FSM) / dispatch platforms.
• Experience with enterprise integrations, process optimization, and workflow automation.

Responsibilities

• Own the senior business analyst role for the Amdocs suite and FSM platforms, translating ideas into designs and requirements.
• Lead scoping, requirements, and objectives across Amdocs and FSM, coordinating stakeholders.
• Document issue statements, business requirements, and ROI with internal resources and vendors.

Skills

Analytical skills

Data interpretation

Presentation preparation

Stakeholder influence

Education

Bachelor's degree in business, design, or information technology

Tools

Excel

PowerPoint

Word

Visio

Job description

• Remote
• System Analyst/Administrator
• Full-Time
• Requisition #: SENIO005744

Description

The Senior Business Analyst will be is accountable for the overall health of their assigned platform(s), with deep ownership of the Amdocs suite and Field Service Management (FSM) ecosystem. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.

Duties / Responsibilities:

• Serve as the senior business analyst and platform owner for the Amdocs suite (CRM, Billing, Order Management) and Field Service Management (FSM) / dispatch platforms, transforming game-changing ideas into clear designs and requirements implemented through technology.
• Lead the definition of project scope, requirements, and objectives across the Amdocs and FSM ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third parties/vendors (including Amdocs and FSM implementation partners) to document issue statements, business requirements, and Return on Investment (ROI).
• Facilitate workshops and work sessions with care, billing, dispatch, and field operations stakeholders to translate an initiative’s high-level concept into key design criteria.
• Diagram and redesign cross-functional customer journeys and business processes spanning order-to-activation, billing, and field service, introducing feasible processes implemented through people and systems.
• Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Amdocs and FSM enhancements.
• Design integration and process improvements between Amdocs, FSM/dispatch, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
• Define test plan criteria and execute UAT/SIT against production-like environments to evaluate whether documented requirements are sufficiently met before release.
• Identify customer friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.
• Own and oversee functional documentation, configuration standards, and platform governance over time as a responsible steward of processes and system workflows.
• Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution).
• Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.
• Other duties as assigned by Supervisor.

Minimum Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree in business, design, or information technology.
• Minimum of five (5) years’ experience as a Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, employee tools, digital/online, or customer experience functions.
• Hands-on experience with Amdocs (CRM, Billing, Order/Service Management or CES) and Field Service Management (FSM) / dispatch platforms.
• Demonstrated experience with enterprise integrations, process optimization, and workflow automation across front- and back-office systems.
• Ability to analyze and interpret data and present visual representations.
• Expert-level computer literacy with proficiency in Microsoft Office products including Excel, PowerPoint, Word, and Visio.
• Excellent analytical skills and ability to accurately interpret complex documents and policies.
• Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
• Must embrace company principles and demonstrate understanding of Hotwire’s “White Glove” culture.
• Strong understanding of contract language and other agreements.
• Understanding how service delivery, construction, sales engineering, project management, contact center, and field operations teams operate.
• Strong time management and organizational skills and knowledge to meet deadlines.
• Ability to prepare presentations, summary reports, and develop and deliver executive-level communications.
• Experience understanding various user (internal customer) types and driving their satisfaction and engagement in the tools/software they rely on.
• Ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Ability to effectively engage/interact/communicate with all levels within the organization and external stakeholders.
• Industry-related (telecommunications) experience preferred.
• Field Service Management (FSM) systems:
• Migrating to a new FSM systems preferred
• Experience with Oracle FSM preferred
• Must have experience designing and leading improvements to FSM systems which improve employee productivity, and deliver a great employee experience

BENEFITS:

We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:

• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Hotwire Service Discounts – for employees who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service

Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.