Business Analyst - SAP​/Salesforce

Customer Transformation Business Analyst
- Digital Channels

Location:

Columbus, OH (Hybrid
- Onsite Tuesday through Thursday; Remote Monday and Friday)

Position Type:
Long-Term Contract

We are seeking a Customer Transformation Business Analyst to support a multi-year modernization of customer processes, technology, and ways of working. The role focuses on Customer Experience and Insights, Products and Services, and digital channels including web self-service, mobile applications, and chatbot capabilities.

You will partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define future-state processes, translate requirements, assess impacts, test solutions, and verify that releases meet business requirements and customer needs.

• Facilitate the Customer Transformation roadmap for web self-service, mobile application, and chatbot experiences.
• Develop and manage business requirements and project plans with service integration partners and digital vendors.
• Lead discovery and future-state process design with business leaders, SMEs, IT teams, and vendors.
• Validate requirements, streamline customer and employee workflows, and assess process, technology, data, and organizational impacts.
• Improve reliable and efficient self-service capabilities across customer-facing digital channels.
• Support data cleansing, data conversion, and address validation activities that affect customer records and transactions.
• Write user acceptance test scenarios and scripts that trace to approved business requirements.
• Execute UAT, capture evidence, identify and document defects, support triage and retesting, and validate release readiness.
• Coordinate website testing during and after deployment of enhancements.

• Hands-on experience with data cleansing or conversion and address validation.
• SAP S/4
  
  HANA product experience and Salesforce product or platform experience.
• Payments product and payment-process experience, including FICA or related accounting knowledge.
• Experience managing or delivering customer-facing digital platforms such as websites, mobile applications, chatbots, or alert programs.
• Ability to discuss technical concepts and digital operations and apply strong analytical, troubleshooting, and problem-solving skills.
• Experience working with cross-functional teams in a fast-paced environment, supported by clear written, verbal, and meeting communication.
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
• Ability to work with minimal direction, embrace change, and travel as needed.
• Ability to work onsite in Columbus Tuesday, Wednesday, and Thursday.

• A demonstrated interest in improving customer experiences through digital technology.
• Experience managing customer-facing software solutions.
• Project-management experience.
• Energy or utilities industry experience.