The Senior Business Analyst serves as a strategic liaison between the Customer Operations Business Team and IT or vendor partners. This role is responsible for analyzing, evaluating, and improving customer service experiences by translating business needs into formal technical requirements. The ideal candidate will have over 10 years of experience in business/systems analysis, strong leadership capabilities, and a deep understanding of both business operations and IT systems.

Key Responsibilities:

- Support initiatives to simplify and enhance the customer experience.
- Analyze business operations to identify automation opportunities.
- Elicit, document, and manage complex business process flows and requirements.
- Facilitate alignment between business units and IT to ensure strategic solutions.
- Drive communication and commitment from requirements gathering to implementation.
- Collaborate with cross-functional teams to ensure technology solutions meet business goals.
- Assist project managers with task updates and project planning tools.
- Conduct data analysis to evaluate cost/benefit and technical feasibility.
- Partner with reporting teams for issue triage and validation of next best actions.
- Develop and execute test plans for functional and UAT testing.
- Perform other duties as assigned.

Required Qualifications:

- 10+ years of experience in business/systems analysis.
- Strong analytical, organizational, and problem-solving skills.
- Ability to work independently and manage multiple priorities under pressure.
- Excellent communication skills across all levels of the organization.
- Demonstrated leadership and initiative.
- Proficiency in Microsoft Word, Visio, and Excel.
- Working knowledge of cable television operations and billing systems.

Preferred Qualifications:

- Experience with Jira and Confluence.




- Ability to define and track key performance indicators.
- Skilled in data interpretation and presentation development.
- Knowledge of process and project management methodologies.
- Cross-functional team management experience.

Logistics:

- Company size: Fortune 100
- Hours: Standard 40-hour weeks
- Hybrid: 4 days onsite per week (Charlotte, NC)
- Employment Type: Contractor
- W2 Contract
- Health, Dental and Vision insurance available
- 6 paid federal holidays per year

Eight Eleven Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

Seniority level

- Seniority level

Mid-Senior level

Employment type

- Employment type

Contract

Job function

- Job function

Information Technology
- Industries

IT Services and IT Consulting and Telecommunications

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Inferred from the description for this job

Medical insurance

Vision insurance

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📌 Business Systems Analyst IV (Charlotte Bay)
🏢 Brooksource
📍 Charlotte Bay