Senior Business Analyst

About the Role

We are seeking two experienced Senior Business Analysts to join our Customer Portal team. This is a true Business Analysis role focused on gathering and documenting business requirements, improving business processes, and collaborating with cross-functional teams to deliver customer-facing portal solutions.

Please note: This is not a Project Manager, Program Manager, or Scrum Master role. We are specifically looking for professionals with extensive hands-on Business Analysis experience.

Responsibilities

• Partner with business stakeholders, product owners, technology teams, vendors, and SMEs to gather, analyze, document, and validate business requirements.
• Conduct requirements elicitation sessions, workshops, and interviews to understand business needs and translate them into functional requirements.
• Create detailed Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), user stories, use cases, process flows, and gap analyses.
• Develop current-state and future-state business process maps using Visio or similar tools.
• Support customer portal initiatives by collaborating with Product, Development, QA, and Operations teams throughout the SDLC.
• Participate in system testing, UAT, defect triage, and production readiness activities.
• Prepare customer-facing documentation, internal support documentation, training materials, and user guides.
• Assist with change management, customer demonstrations, and end-user training when required.
• Build strong relationships with business stakeholders and effectively balance business needs versus technical constraints.
• Present business solutions and facilitate discussions across technical and non-technical audiences.

Required Qualifications

• Bachelor's degree in Business, Information Technology, Computer Science, or a related field.
• 7+ years of hands-on Business Analysis experience.
• Strong experience gathering and documenting business requirements.
• Excellent communication, facilitation, and stakeholder management skills.
• Proven ability to differentiate business needs from business wants.
• Extensive experience creating detailed current-state and future-state process flows.
• Experience developing customer-facing documentation and internal operational documentation.
• Experience supporting testing, UAT, and production implementations.
• Strong knowledge of business process analysis and requirements management methodologies.
• Experience with Microsoft Office Suite including Visio, Word, PowerPoint, and Excel.
• Ability to work independently with minimal supervision.
• Must be available to work Eastern Standard Time (EST) hours.

Preferred Qualifications

• Experience supporting customer-facing portals or web applications.
• Experience with Salesforce CRM or similar CRM platforms.
• Experience working with ServiceNow.
• Prior experience in the Data Center, Infrastructure, or Technology Services industry is a plus.
• Familiarity with Agile and Waterfall delivery methodologies.