The Senior Business Analyst will be is accountable for the overall health of their assigned platform(s), with deep ownership of the Amdocs suite and Field Service Management (FSM) ecosystem. The leader sets platform objectives that meet Corporate Strategy, Employee Experience priorities, and Customer Experience priorities as part of the CX team responsible for Operations Excellence, world-class Customer Experience, and transformation programs.
Duties / Responsibilities:
- Serve as the senior business analyst and platform owner for the Amdocs suite (CRM, Billing, Order Management) and Field Service Management (FSM) / dispatch platforms, transforming game-changing ideas into clear designs and requirements implemented through technology.
- Lead the definition of project scope, requirements, and objectives across the Amdocs and FSM ecosystem, involving all relevant stakeholders and ensuring technical feasibility.
- Coordinate internal resources and third parties/vendors (including Amdocs and FSM implementation partners) to document issue statements, business requirements, and Return on Investment (ROI).
- Facilitate workshops and work sessions with care, billing, dispatch, and field operations stakeholders to translate an initiative’s high-level concept into key design criteria.
- Diagram and redesign cross-functional customer journeys and business processes spanning order-to-activation, billing, and field service, introducing feasible processes implemented through people and systems.
- Author business and functional requirements, user stories, and integration specifications that clarify business rules, features, and other critical information for Amdocs and FSM enhancements.
- Design integration and process improvements between 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 against production-like environments to evaluate whether documented requirements are sufficiently met before release.
- Identify customer 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 over time as a responsible steward of processes and system workflows.
- Monitor project progress and platform health by tracking activities, resolving problems, publishing progress reports, and advocating action against CX metrics (CSAT, NPS, FCR, time-to-resolution).
- Partner with peers within Hotwire to streamline processes, drive end-to-end process improvements and efficiencies, and provide overall support to cross-functional teams.
- Other duties as assigned by Supervisor.
Minimum Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor’s degree in business, design, or information technology.
- Minimum of five (5) years’ 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 Field Service Management (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 with proficiency in Microsoft Office products including Excel, PowerPoint, Word, and Visio.
- Excellent analytical skills and ability to accurately interpret complex documents and policies.
- Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
- Must embrace company principles and demonstrate understanding of Hotwire’s “White Glove” culture.
- Strong understanding of contract language and other agreements.
- Understanding how service delivery, construction, sales engineering, project management, contact center, and field operations teams operate.
- Strong time management and organizational skills and knowledge to meet deadlines.
- Ability to prepare presentations, summary reports, and develop and deliver executive-level communications.
- Experience understanding various user (internal customer) types and driving their satisfaction and engagement in the tools/software they rely on.
- Ability to influence stakeholders and work closely with them to determine acceptable solutions.
- Ability to effectively engage/interact/communicate with all levels within the organization and external stakeholders.
- Industry-related (telecommunications) experience preferred.
- Field Service Management (FSM) systems:
- Migrating to a new FSM systems preferred
- Experience with Oracle FSM preferred
- Must have experience designing and leading improvements to FSM systems which improve employee productivity, and deliver a great employee experience
BENEFITS:
We truly appreciate and value all our employees and show our appreciation by offering a wide range of benefits, including:
- 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 who live on a property serviced by Hotwire. Discounted service offerings are provided for high-speed internet, video service, phone, and security service
- Employee Referral Bonuses
- Exclusive Entertainment Discounts/Perks
Hotwire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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