Senior Business System Analyst

Hotwire Communications•Fort Lauderdale, FL

About The Position

The Senior Business System Analyst – Product Owner is accountable for the overall health of Hotwire’s Salesforce platform and serves as both Product Owner and senior business analyst for the Salesforce ecosystem, including Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ. The platform supports Hotwire’s fiber network sales, service delivery, and customer care operations. This leader sets platform objectives aligned with corporate strategy, employee experience priorities, and customer experience priorities, contributing to Operations Excellence, world-class customer experience, and transformation programs.

Requirements

Bachelor’s degree in business, design, information technology, or a related field.
At least five years of experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions.
Hands-on experience administering or configuring Salesforce, including Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ.
Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
Knowledge of quality management techniques and process improvement (Six Sigma), including statistical analysis and qualitative interviewing.
Experience designing journey maps or other customer-experience diagrams and documentation.
Experience designing processes implemented as software-enabled solutions, such as customer-facing web experiences or internal employee tools and workflows.
Knowledge of cable and telecommunications products and services.
Proficiency in Microsoft Office Suite: Word, Excel, PowerPoint, and Outlook.
Must embrace company principles and demonstrate understanding of concierge culture.

Responsibilities

Serve as Product Owner and senior business analyst for the Salesforce platform, owning its roadmap, backlog, and release calendar.
Translate strategic ideas into designs, epics, and user stories for technology implementation.
Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria and define the definition of done with development and QA teams.
Assist in defining project scope, requirements, and objectives across the Salesforce ecosystem, engaging relevant stakeholders and considering technical feasibility.
Coordinate internal resources and third-party vendors, including Salesforce implementation and AppExchange partners, to document issue statements, business requirements, and ROI.
Facilitate workshops and work sessions to translate high-level initiative concepts into design criteria.
Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order and service delivery, developing feasible processes implemented through people and Salesforce.
Author business and functional requirements, user stories, and integration specifications for Salesforce enhancements.
Design integrations and process improvements between Salesforce and billing, dispatch/field service management, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
Define test-plan criteria and execute or oversee UAT/SIT in sandbox and production-like environments to verify requirements before release.
Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints, maintaining a prioritized continuous-improvement backlog.
Own and oversee functional documentation, configuration standards, and platform governance as a steward of Salesforce processes and system workflows.
Monitor project progress and platform health, track activities, resolve problems, publish progress reports, and advocate action based on CX and platform-adoption metrics.
Partner with Hotwire peers to streamline processes, drive end-to-end improvements and efficiencies, and support cross-functional teams.
Perform other duties as assigned by the Supervisor.