Sr. Business Systems Analyst - Contact Center & Sales

Northern Tool; Burnsville (MN); On-site; USD 90,000 - 130,000; Full time

Job summary

Northern Tool + Equipment is seeking a Sr. Business Systems Analyst to bridge business needs and IT, focusing on process improvement, requirements validation, and solution lifecycle management. You will collaborate with stakeholders and cross-functional IT teams, align solutions with enterprise priorities, and support demos and PoC sessions.

Ideal candidates have 5+ years in a Sr. BSA role, strong communication, and hands-on experience with Dynamics 365 CRM, Power Platform, and AI-enabled

Qualifications

• Bachelor's degree in computer science, information services, or related field.
• Minimum 5 years in a Sr. BSA role with strong communication skills.
• Proficiency in MS Office and Visio for process modeling.
• Experience with Dynamics 365 CRM Sales and Power Platform components required.
• Experience evaluating AI-enabled solutions and emerging technologies.

Responsibilities

• Build and maintain strong relationships with process owners and IT teams.
• Analyze current and future-state processes and identify improvements.
• Elicit, document, validate, and manage multi-domain requirements.
• Translate business needs into functional/technical specs and back.
• Lead demos, PoCs, and acceptance with stakeholders; manage backlog.

Skills

Bachelor's degree

5+ years experience

MS Office

Power Platform

Dynamics 365 CRM

AI-enabled solutions

Education

Bachelor's degree in CS/Info Systems

Tools

Microsoft Visio

D365 CE

Power BI

Power Apps

Power Automate

Job description

Description

At Northern Tool + Equipment we get up every day to serve the tradespeople who keep our country running strong and the weekend warriors who want to work like them. It's our mission to make sure they have the right tools for the job, and an easy, hassle-free experience at our store so they can get in, get out and get on with the job at hand. Your top priority as a Sr. Business Systems Analyst is to serve as a liaison between business stakeholders and IT, ensuring business technology solutions are aligned with operational needs, process improvement opportunities, and enterprise priorities. This role builds and maintains strong business relationships, analyzes business processes and data, gathers and validates requirements, translates needs between business and technical teams, supports solution design, facilitates demos and proof-of-concept sessions, and manages scope, backlog, priorities, testing, support, and lifecycle activities for assigned business applications. The position requires strong functional and technical analysis, cross-functional collaboration, Agile delivery practices, Azure DevOps proficiency, technical aptitude across business applications, integrations, and system architecture, and the ability to evaluate AI-enabled and emerging technology use cases responsibly and effectively. Your positive, professional, roll-up-your-sleeves-to-help attitude contributes to our winning culture and makes sure we leave a lasting impression.

Key Responsibilities:

• Develop, maintain, and strengthen business relationships with key process owners, subject matter experts, stakeholders, vendors, and cross-functional IT teams.
• Manage stakeholder engagement, communication, expectations, scope, backlog, priorities, and escalation paths for system projects, enhancements, support topics, and product delivery activities.
• Analyze current-state and future-state business processes, identify improvement opportunities, recommend process changes, and support continuous improvement through effective problem-solving and root cause analysis.
• Elicit, document, validate, and manage business, functional, technical, data, reporting, integration, security, and support requirements to ensure requirements are accurate, verifiable, consistent, feasible, and comprehensive.
• Translate business needs into functional and technical requirements and translate technical concepts, constraints, and solution options into clear business language for stakeholders and decision makers.
• Partner with developers, architects, administrators, vendors, and business stakeholders on solution design, design review, delivery planning, production readiness, release coordination, and lifecycle management of assigned business applications.
• Prepare and maintain required analysis and delivery documentation, including business requirements, functional requirements, technical notes, scope documents, use cases, process flows, data flows, diagrams, decision records, future-state proposals, support procedures, and UAT test cases and plans.
• Deliver functional demonstrations, walkthroughs, and proof-of-concept sessions with business stakeholders to validate requirements, support adoption, confirm business value, and enable informed decision making.
• Provide business application support and second-level analysis for assigned systems, including issue investigation, data analysis, data quality management, defect coordination, enhancement intake, prioritization, and communication of status and resolution.
• Participate in and coordinate testing, QA, and UAT activities by developing test plans, test conditions, test scripts, expected results, defect lists, enhancement lists, and written test outcomes.
• Use Agile practices and Azure DevOps to create, refine, prioritize, manage, and track work items, backlogs, sprint activities, acceptance criteria, dependencies, and delivery progress.
• Contribute to project and product planning, coordination, and delivery management by developing plans and estimates, monitoring milestones, tracking lifecycle activities, reporting risks and issues, coordinating actions, and resolving conflicts.
• Apply technical aptitude across business applications, integrations, data relationships, reporting, system architecture, security, environments, and operational support considerations.
• Evaluate AI-enabled solutions, emerging technologies, and automation opportunities by identifying practical business use-cases, assessing data and risk impacts, supporting responsible adoption, and communicating implications to business and technical stakeholders.
• Aid in the coordination, mentoring, onboarding, and knowledge transfer of new team members and contracted staff as needed.

What you will bring to the table:

• Bachelor's degree or equivalent in computer science, information services, business administration, or work equivalent in related field.
• At least 5 years of experience in a Sr. BSA position.
• Excellent verbal, written and interpersonal communications skills, including the ability to interact professionally with diverse groups, across disciplines, and with executives, managers, and subject matter experts.
• Superior analytical, organizational, time management, continuous improvement, and problem-solving skills, including the ability to analyze business processes, data trends, root causes, and improvement opportunities.
• Strong computer skills, including proficiency with MS Office (Word, Excel, PowerPoint) and with business process modeling tools such as Microsoft Visio.
• Experience with Dynamics 365 CRM Sales and related Power Platform components (Power Apps, Power Automate, Power BI) required. This includes experience with functional administration of D365 CE, security role configuration, environment readiness management, and Power Platform fundamentals - Power Automate flows and Power BI reports.
• Experience assessing AI-enabled solutions and emerging technologies, including the ability to identify practical business use cases, evaluate risks, governance needs, and data impacts, support responsible adoption, and communicate AI concepts clearly to business and technical stakeholders.
• Must have functional awareness of D365 CE and D365 F&O data relationships.
• Experience delivering functional demonstrations and proof-of-concept sessions to business stakeholders.
• Experience and/or familiarity with Contact (Call Center) Center process and technologies such as NiCE/CXOne, Eckoh/PCIPal preferred.