SR Business Analyst (4044)

Vernovis; Columbus (OH); On-site; USD 79,000 - 92,000; Full time

Job summary

Vernovis is partnering with a utility client in Ohio to drive a multi-year Customer Transformation initiative. The role focuses on delivering omni-channel digital experiences across web, mobile, chatbot, and self-service tools, aligning processes with business needs and tech capabilities.

You will collaborate with business leaders and IT teams to define requirements, streamline workflows, and validate solutions that improve customer experiences and operational efficiency across NiSource’s

Qualifications

• Hands-on data cleansing and address validation experience.
• Experience with SAP S/4HANA and Salesforce platforms.
• FICA/accounting skills and payment solutions knowledge.
• Comfort with digital customer platforms and analytics.

Responsibilities

• Facilitate the product roadmap implementation for omni-channel digital experiences.
• Collaborate with business leaders, IT and vendors to define future-state processes.
• Develop and manage business requirements and project plans.
• Improve self-service capabilities across digital channels.
• Create and execute UAT test scenarios and scripts.
• Coordinate testing during deployments and post-launch updates.

Skills

Data cleansing

Address validation

Cross-functional collaboration

Analytical thinking

Tools

SAP S/4HANA

Salesforce

Excel

Visio

PowerPoint

Job description

Location/ Work Structure

TBD / Travel as needed to support program needs

Compensation: Salary or Hourly

USD 57.32 /hr - USD 67.34 /hr

Who we are:

Vernovis is a Total Talent Solutions company that specializes in Technology, Cybersecurity, Finance & Accounting functions. At Vernovis, we help these professionals achieve their career goals, matching them with innovative projects and dynamic direct hire opportunities in Ohio and across the Midwest.

Client Overview:

Vernovis partnering with a utility company on its multi-year Customer Transformation initiative to modernize the customer experience through changes to process, technology, and ways of working. This specific opening supports Customer Solutions, including Customer Experience and Insights, Products and Services, and Digital Channels such as web self-service, mobile applications, and chatbot.

What You'll Do:

Facilitate the Customer Transformation program's implementation of the product roadmap for omni-channel digital experiences, including web, mobile app, chatbot, alerts, and customer self-service capabilities.

Partner with business leaders, SMEs, IT teams, Service Integration partners, and Digital Vendors to define future-state processes, develop and validate business requirements, streamline workflows, and assess organizational impacts.

Develop and manage business requirements and project plans while helping design scalable, customer-centered solutions across NiSource's digital channels.

Provide strategic insight to leadership and business partners around delivering innovative, reliable, and efficient customer experiences.

Improve self-service customer capabilities across NiSource's customer-facing websites and digital platforms.

Develop and execute user acceptance testing scenarios and test scripts to validate that functionality meets business requirements and customer needs.

Identify, document, and support the resolution of defects discovered during testing and UAT.

Coordinate and execute website and digital platform testing during and after deployments and enhancements.

What Experience You'll Have:

Hands-on experience with data cleansing/conversion and address validation, along with experience working with SAP S/4HANA.

Product experience across Salesforce, SAP S/4HANA, and payment solutions/processes, including FICA/accounting skills.

Digital customer platform experience managing customer-facing solutions such as websites, mobile applications, chatbots, alerts programs, or other digital self-service platforms.

Demonstrated ability to understand and discuss technical concepts and digital operations, with strong analytical, troubleshooting, and problem-solving skills.

Strong cross-functional communication and collaboration skills with the ability to work in fast-paced, complex transformation environments with minimal direction. Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.

What Experience is Nice to Have:

Experience managing customer-facing software solutions and a demonstrated passion for improving customer experiences through digital technology.

Project Management experience supporting large-scale transformation or technology initiatives.

Utility or energy industry experience.

Strong competencies in strategic thinking, continuous improvement, decision making, accountability, communication, resilience, team development, and leading through organizational change.