Senior Business System Analyst

This is a fully remote position, open to applicants in Florida.

📋 Description

• Act as the senior business analyst and platform owner for the Amdocs suite (CRM, Billing, Order Management) along with FSM/dispatch platforms.

• Establish platform objectives that align with Corporate Strategy, Employee Experience priorities, and Customer Experience priorities.

• Outline project scope, requirements, and objectives within the Amdocs and FSM ecosystem.

• Collaborate with internal resources and third-party vendors to document issue statements, business requirements, and ROI.

• Conduct workshops with stakeholders from care, billing, dispatch, and field operations.

• Map and redesign cross-functional customer journeys and business processes that cover order-to-activation, billing, and field service.

• Write business and functional requirements, user stories, and integration specifications.

• Develop integration and process enhancements between Amdocs, FSM/dispatch, workforce management, and related enterprise systems.

• Establish test plan criteria and carry out UAT/SIT in production-like environments prior to release.

• Recognize customer friction points, automation prospects, and AI-enabled improvements.

• Maintain a prioritized continuous-improvement backlog.

• Manage functional documentation, configuration standards, and platform governance.

• Track project progress and platform health, address issues, disseminate progress reports, and advocate for action based on CX metrics.

• Collaborate with Hotwire colleagues to refine processes and promote end-to-end enhancements.

• Provide support to cross-functional teams.

• Execute other responsibilities as assigned by the Supervisor.

⛳️ Requirements

• Bachelor’s degree in business, design, or information technology.

• At least five (5) years of experience as a Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, employee tools, digital/online, or customer experience roles.

• Practical experience with Amdocs (CRM, Billing, Order/Service Management or CES) and Field Service Management (FSM) / dispatch platforms.

• Proven expertise in enterprise integrations, process optimization, and workflow automation across both front- and back-office systems.

• Proficient in analyzing and interpreting data while presenting visual representations.

• Advanced computer skills with proficiency in Microsoft Office products, including Excel, PowerPoint, Word, and Visio.

• Strong analytical abilities to accurately interpret complex documents and policies.

• Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.

• Must adhere to company principles and demonstrate an understanding of Hotwire’s “White Glove” culture.

• Solid knowledge of contract language and various agreements.

• Familiarity with service delivery, construction, sales engineering, project management, contact center, and field operations teams.

• Strong time management and organizational skills with the ability to meet deadlines.

• Capable of preparing presentations, summary reports, and developing executive-level communications.

• Experience in understanding different user (internal customer) types and enhancing their satisfaction and engagement with the tools/software they utilize.

• Ability to influence stakeholders and work closely with them to determine acceptable solutions.

• Proficient in effectively engaging, interacting, and communicating with all organizational levels and external stakeholders.

• Experience with Field Service Management (FSM) systems, preferably transitioning to a new FSM system.

• Familiarity with Oracle FSM is preferred.

• Must have experience in designing and implementing FSM system enhancements that boost employee productivity and create a superior 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 residing in properties serviced by Hotwire.

• Discounted service offerings for high-speed internet, video service, phone, and security service.

• Employee Referral Bonuses.

• Exclusive Entertainment Discounts/Perks.