Business Analyst - Process

Culligan Quench•King of Prussia, PA

1d•$90,000 - $115,000

About The Position

The Business Analyst, Field Services & Care is a high-visibility role accountable for translating business priorities into clear executable IT requirements, actionable user stories, and delivered technology solutions. The role also owns the customer portal roadmap as a driver of self-service adoption, operational efficiency, and customer experience. This person partners across Field Services, Care, IT, vendors, Consumables, Marketing, and Product to prioritize opportunities, deliver enhancements, and ensure solutions are launched with business readiness and measurable outcomes.

Requirements

3–5+ years of business analysis, or related experience, ideally supporting field service, care/support, or customer-facing operations
Experience working with IT to deliver business requirements for system builds and/or enhancements
Experience managing or partnering with external vendors/development partners
Strong prioritization and backlog management skills
Ability to lead cross-functional initiatives and influence without direct authority
Highly analytical with a structured approach to requirements gathering and problem-solving
Detail-oriented while maintaining a strategic view of the portal and IT roadmap
A strong collaborator across Field Service, Care, IT, Consumables, Marketing, and Product
Comfortable managing multiple concurrent initiatives and competing priorities
Outcome-focused with accountability for delivery timelines and portal performance

Nice To Haves

Experience in IT project management
Familiarity with Agile/Scrum delivery methodologies
Experience owning or managing a customer-facing portal or digital self-service platform
Experience in subscription, field service, or utility-style service businesses
Familiarity with vendor contract/SLA management
Experience in salesforce (other CRM solutions) and BI/reporting tools (Power BI or similar)

Responsibilities

Partner directly with Field Services and Care business stakeholders to identify IT support needs and pain points
Translate business needs into clear, actionable requirements and user stories in partnership with BU leads and IT BA partners
Support the IT development lifecycle by facilitating design validation, participating in build reviews and demos, and leading business user acceptance testing (UAT)
Partner with Continuous Improvement (CI) and Learning & Development (L&D) to confirm business readiness ahead of IT launches
Prioritize the intake backlog in partnership with IT and business stakeholders based on impact, urgency, and effort
Maintain a transparent, well-documented backlog and roadmap of in-flight and upcoming initiatives in Monday.com
Support strategy development and own execution of the roadmap for Quench's customer portal
Lead portal initiatives that improve customer experience, increase adoption, and drive operational efficiency
Serve as the primary liaison between the customer portal and supporting functions: Care, Consumables, Marketing, and Product
Build an intake process to understand and quantify portal opportunities
Facilitate regular cross-functional syncs to align priorities and timelines
Define success metrics for portal performance, adoption, and customer satisfaction
Drive third-party development of portal enhancements, including vendor management and partnership with the IT Business Analyst (BA) team
Identify and drive continuous improvement in business analysis and IT intake processes
Build reporting/dashboards — including BI visualizations — to track requirement throughput, portal performance, and vendor delivery
Develop documentation and playbooks for BA processes, intake, and portal governance
Provide regular updates to leadership on IT delivery status, portal roadmap progress, and key risks
Support broader project delivery through scope definition, milestone tracking, and risk mitigation