Business Analyst

Location: Gastonia, NC (Hybrid, 3 days onsite)

Duration: 12+ Month Contract (High possibility of extension)

We are looking for a highly motivated individual for an advisor role to represent Customer Care Operations (CC Ops) by partnering with Enterprise (TIS) with the primary responsibility of facilitating end-to-end requirements gathering for the business in relation to prioritized system changes or enhancements.

• Partner with enterprise functional and technical teams to deliver all key phases of the Customer Information System implementation and related activities.
• Collect, analyze, and document business requirements for system enhancements.
• Conduct and support testing for CIS Systems, including parallel billing.
• Establish strong relationships and maintain effective communication with Company stakeholders and Customer Care teams.
• Develop and send communication to stakeholders informing them of the impacts of system enhancements.
• Act as a liaison between business stakeholders and developers, stepping in where needed to clarify, communicate, and provide support.
• Take ownership of assigned duties and successfully execute all tasks while managing multiple demands simultaneously.
• Apply problem solving, analytical and critical thinking skills in order to facilitate end-to-end requirements gathering.

• A related University degree with a minimum of 4 years’ experience in business or systems analysis, knowledge of TIS systems and solutions or related. An equivalent combination of education and experience will be considered.
• Proven experience with large scale Customer Information System implementations and related activities, design, build, test and implementation cycles.
• Relevant job experience and familiarity with CIS and CRM applications, CCB preferably.
• Understanding of Customer Care Operations and the needs of the business.
• Proven analytical and problem‑solving skills.
• Demonstrated ability to make sound decisions and deliver results.
• Good interpersonal skills including building consensus, negotiation, and facilitation.
• Experience with report development, database querying and related reporting functionality will be considered an asset.

• CBAP Certification or other formally recognized education in the field of business analysis.