Sr Business Systems Analyst, Field Operations

WASH; Franklin (TN); On-site; USD 90,000 - 140,000; Full time

Job summary

WASH in Franklin, TN, is seeking an experienced Senior Business Systems Analyst to act as a strategic partner between Field Operations, technology teams, vendors, and business stakeholders. You will help drive initiatives that improve technician productivity, service delivery, and operational reporting.

The ideal candidate has 5–7 years in business or systems analysis, strong knowledge of Salesforce and ServiceMax, and a track record in Agile environments.

Qualifications

• Bachelor's degree in business, IS, CS, operations, or equivalent experience.
• 5–7 years in business analysis, systems analysis, or related tech roles.
• Experience supporting Salesforce and ServiceMax field service platforms.
• Experience in Agile/Scrum delivery environments.

Responsibilities

• Lead requirements discovery sessions with Field Operations stakeholders.
• Analyze current-state processes and design future-state solutions.
• Translate needs into user stories, requirements, and acceptance criteria.
• Support Salesforce, ServiceMax, and related apps through enhancements and delivery.
• Collaborate with developers, QA, vendors, and partners across SDLC.
• Facilitate UAT, release readiness, and change management activities.

Skills

Business analysis

Stakeholder management

Agile Scrum

Communication

Problem solving

Education

Bachelor's degree in Business, Information Systems, Computer Science, Operations

Tools

Salesforce

ServiceMax

Job description

WASH is a company that our customers depend on to keep them going so they can provide valuable services to their clients across USA and Canada (Coinamatic Inc. and ParkSmart Inc). We strive to build a sense of purpose and achievement in the work we do while staying true to the DNA of our core values. We value our people and encourage the development of talented and motivated employees to support the continued performance and growth of our diverse operations. We have been the foundation of many successful careers. At our core we are an innovation driven, fast-paced team environment with a high performance culture. If you are looking for a career that will challenge and engage you, is focused on customer care and quality service, then WE are the company for you. We invite you to bring your passion and experience to our team!

WASH is seeking an experienced Senior Business Systems Analyst to serve as a strategic partner between Field Operations, technology teams, vendors, and business stakeholders. This role plays a key part in improving operational processes, delivering technology solutions, and supporting the continued evolution of our Salesforce and ServiceMax platforms.

The ideal candidate brings a strong combination of business analysis expertise, field service operations knowledge, and experience working with enterprise applications. This individual will help drive initiatives that improve technician productivity, service delivery effectiveness, reporting capabilities, and overall operational efficiency.

What You'll Do

• Lead requirements discovery sessions, workshops, interviews, and business process reviews with Field Operations stakeholders.
• Analyze current-state processes and design future-state solutions that improve efficiency and user experience.
• Translate business needs into user stories, functional requirements, process flows, business rules, and acceptance criteria.
• Partner with Field Operations leaders to identify opportunities for process improvement and system optimization.
• Support Salesforce, ServiceMax, and related enterprise applications through enhancements, project delivery, and issue resolution.
• Collaborate with developers, architects, administrators, QA teams, vendors, and implementation partners throughout the software development lifecycle.
• Facilitate User Acceptance Testing (UAT), solution validation, and release readiness activities.
• Identify risks, dependencies, impacts, and integration requirements across enterprise systems.
• Assist with change management, training, communications, and adoption activities for new capabilities and enhancements.
• Provide leadership and guidance to stakeholders through analysis, recommendations, and business process expertise.

What We're Looking For

• Bachelor's degree in Business, Information Systems, Computer Science, Operations, or a related discipline, or equivalent professional experience.
• 5-7 years of experience in business analysis, systems analysis, enterprise applications, or related technology roles.
• Experience supporting Salesforce and ServiceMax field service management platforms.
• Strong understanding of field service operations, including:
• Work orders
• Scheduling and dispatching
• Technician management
• Asset and equipment management
• Preventive maintenance
• Parts and inventory management
• Service contracts
• Mobile field service solutions
• Experience facilitating requirements gathering workshops and managing complex stakeholder relationships.
• Ability to translate business needs into actionable solution requirements.
• Strong analytical, problem-solving, communication, and organizational skills.
• Experience working in Agile and Scrum-based delivery environments.

Preferred Qualifications

• Salesforce certifications such as:
• Salesforce Administrator
• Salesforce Business Systems Analyst
• Service Cloud Consultant
• ServiceMax certification or implementation experience.
• Certified Business Systems Analyst Professional (CBAP), CCBA, PMI-PBA, or similar certification.
• Experience supporting enterprise integrations, reporting solutions, and large-scale business transformation initiatives.

Why Join WASH?

At WASH, you'll have the opportunity to work on high-impact initiatives that directly support our field service organization and customer experience. You'll collaborate with business and technology leaders, influence operational strategy, and help shape the future of critical enterprise platforms used across the organization.

This Role Offers The Opportunity To

• Lead meaningful business transformation initiatives.
• Work with modern enterprise platforms including Salesforce and ServiceMax.
• Influence operational excellence across a national field service organization.
• Partner with cross-functional business and technology leaders.
• Drive improvements that create measurable business value.