Senior Business System Analyst

Hotwire Communications Ltd; Fort Lauderdale (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare

401K

Paid Time Off

Volunteer Time

Parental Leave

Employee Discounts

Referral Bonuses

Job summary

Hotwire Communications Ltd. is seeking a Senior Business Analyst to own the Amdocs suite and Field Service Management platforms, guiding requirements, design, and ROI analysis. You’ll work with product, operations, and engineering teams to translate ideas into actionable specifications and measurable CX improvements.

You will lead workshops, craft end-to-end processes, and ensure data accuracy across systems, while maintaining governance and reporting to drive CSAT and NPS outcomes.

Qualifications

• Bachelor's degree in business, design, or information technology.
• 5+ years as Senior Business Analyst or Platform Owner in operations or CX.
• Hands-on experience with Amdocs CRM, Billing, and FSM/dispatch.
• Experience with enterprise integrations, process optimization, and automation.
• Ability to analyze data and present visual representations.
• Proficiency with MS Office including Excel, PowerPoint, Word, Visio.

Responsibilities

• Serve as senior business analyst and platform owner for Amdocs and FSM platforms.
• Lead scope, requirements, and objectives across ecosystems with stakeholders.
• Coordinate internal resources and vendors to document requirements and ROI.
• Facilitate workshops with billing, dispatch, and field operations stakeholders.
• Diagram and redesign cross-functional journeys spanning order-to-activation and billing.
• Author requirements, user stories, and integration specifications.
• Design integrations to reduce manual work and improve data accuracy.
• Define test criteria and oversee UAT/SIT in production-like environments.
• Identify friction points and automation opportunities for continuous improvement.
• Maintain governance, documentation, and platform health metrics.
• Track progress, publish reports, and drive CX metric improvement.
• Collaborate with Hotwire teams to drive end-to-end process improvements.

Skills

Amdocs Suite

FSM Platform

Stakeholder mgmt

Data analysis

Process optimization

Requirements gathering

Education

Bachelor's degree

Tools

Visio

SQL

Excel

Oracle FSM

Job 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:

• 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:

• Comprehensive Healthcare/Dental/Vision Plans
• 401K Retirement Plan with Company Match
• Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
• Paid Volunteer Time
• Paid Parental Leave
• 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
• Employee Referral Bonuses
• Exclusive Entertainment Discounts/Perks

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.