Senior Business System Analyst

Hotwire Communications Ltd • Fort Lauderdale, FL

1d

About The Position

The Senior Business Analyst is accountable for the overall health of assigned platforms, with deep ownership of the Amdocs suite and Field Service Management (FSM) ecosystem. The role sets platform objectives aligned with corporate strategy, employee experience priorities, and customer experience priorities as part of the CX team responsible for Operations Excellence, customer experience, and transformation programs.

The position leads platform and business analysis work across Amdocs CRM, Billing, Order Management, and FSM/dispatch platforms. It translates business ideas into designs and requirements, coordinates stakeholders and vendors, redesigns customer journeys and processes, and develops integration and workflow improvements. The role also oversees testing, platform documentation and governance, continuous improvement, project progress, and platform health while partnering with cross-functional teams.

Requirements

• Bachelor’s degree in business, design, or information technology.
• At least five years of experience as a Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, employee tools, digital/online, or customer experience functions.
• Hands-on experience with Amdocs (CRM, Billing, Order/Service Management, or CES) and FSM/dispatch platforms.
• Demonstrated experience with enterprise integrations, process optimization, and workflow automation across front- and back-office systems.
• Ability to analyze and interpret data and present visual representations.
• Expert-level computer literacy and proficiency with Microsoft Office products, including Excel, PowerPoint, Word, and Visio.
• Excellent analytical skills and ability to accurately interpret complex documents and policies.
• Experience with reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
• Ability to embrace company principles and demonstrate understanding of Hotwire’s “White Glove” culture.
• Strong understanding of contract language and other agreements.
• Understanding of how service delivery, construction, sales engineering, project management, contact center, and field operations teams operate.
• Strong time management and organizational skills, with the ability to meet deadlines.
• Ability to prepare presentations and summary reports and develop and deliver executive-level communications.
• Experience understanding different internal user types and driving their satisfaction and engagement with the tools and software they rely on.
• Ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Ability to effectively engage, interact, and communicate with all organizational levels and external stakeholders.
• Experience designing and leading FSM system improvements that improve employee productivity and deliver a strong employee experience.

Nice To Haves

• Telecommunications industry experience.
• Experience migrating to a new FSM system.
• Experience with Oracle FSM.

Responsibilities

• Serve as senior business analyst and platform owner for Amdocs CRM, Billing, Order Management, and FSM/dispatch platforms, turning ideas into designs and technology requirements.
• Lead definition of project scope, requirements, and objectives across the Amdocs and FSM ecosystem, involving relevant stakeholders and ensuring technical feasibility.
• Coordinate internal resources and third-party vendors to document issue statements, business requirements, and return on investment.
• Facilitate workshops with care, billing, dispatch, and field operations stakeholders to translate high-level concepts into design criteria.
• Diagram and redesign customer journeys and business processes across order-to-activation, billing, and field service, creating feasible people-and-system processes.
• Write business and functional requirements, user stories, and integration specifications for Amdocs and FSM enhancements.
• Design integration and process improvements among Amdocs, FSM/dispatch, workforce management, and adjacent enterprise systems to reduce manual workarounds and improve data accuracy.
• Define test-plan criteria and execute UAT/SIT in production-like environments to assess whether requirements are met before release.
• Identify customer friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service; maintain a prioritized continuous-improvement backlog.
• Own and oversee functional documentation, configuration standards, and platform governance.
• Track project activities and platform health, resolve problems, publish progress reports, and advocate action against CX metrics including CSAT, NPS, FCR, and time-to-resolution.
• 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.

Benefits

• Comprehensive healthcare, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid vacation, sick time, and additional holidays, including the employee’s birthday.
• Paid volunteer time.
• Paid parental leave.
• Hotwire service discounts for employees who live on a property serviced by Hotwire, including discounted high-speed internet, video, phone, and security service offerings.
• Employee referral bonuses.
• Exclusive entertainment discounts and perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior