Business Systems Analyst

Business Analyst - In office/hybrid, Tampa FL

The Business Systems Analyst (BSA) serves as the primary owner and subject-matter expert for the company’s core business systems, partnering with stakeholders across the organization to translate business needs into practical, well-configured solutions. Operating in a multi-entity field services environment, the BSA maximizes productivity, data integrity, and communication by maintaining, configuring, and continuously improving the platforms that run the business.

• Works directly with stakeholders to understand business needs and translates them into clear technical requirements for the IT/development team.
• Acts as subject-matter expert across the company’s core business systems, including Zoho (CRM), Pest Pac and Pool Brain (field service management), Sage (ERP/finance), and the company’s telephony and communications platforms (Ring Central and Zoom). Maintains and configures these tools at an admin, non-developer level.
• Manages and validates data flows and integrations between platforms (e.g., ensuring field service jobs flow correctly into billing/finance), and reconciles data integrity across systems.
• Supports reporting and analytics needs by gathering requirements, building or validating reports, and partnering with the data/BI team.
• Manages user access and licensing across multiple entities, including provisioning, deprovisioning, and optimizing licenses.
• Supports onboarding of newly acquired companies and entities onto standard systems and processes, including user setup and workflow alignment.
• Recommends enhancements or new tools when current systems no longer meet business needs.
• Onboards and trains new users on internal systems.
• Creates and maintains documentation (how-to guides, process flows, standard operating procedures, etc.).
• Answers user questions, resolves issues, and provides ongoing internal support.
• Acts as the primary point of contact and liaison between the company and platform vendors, tracking all submitted enhancements and troubleshooting tickets through to resolution.
• Provides training and operational procedures across the organization to increase efficiency and productivity.
• Ensures delivered solutions align with actual workflows.
• Maps out business processes and identifies opportunities for efficiency and automation.
• Helps streamline workflows through automation, integrations, and tool improvements.
• Collaborates with teams including Operations, HR, Finance, and IT, as well as external vendors.
• Keeps communication flowing between non-technical users and technical implementers.
• Creates and presents reports to stakeholders to support recommendations.
• Oversees implementation projects from initiation through completion.
• Performs other related duties as assigned.

• Bachelor’s degree in business, information technology, project management, or a related field, or equivalent practical experience.
• 3+ years of experience in a systems analyst, business analyst, or systems project management role, required.
• Experience supporting multiple business systems concurrently, required.
• Hands‑on experience with field service management software (Pest Pac, Pool Brain, Service Titan, or comparable), CRM (Zoho or similar), and/or ERP (Sage or similar) strongly preferred.
• Experience supporting a multi‑entity, multi‑brand, or acquisitive organization is a plus.

• Strongly developed problem‑solving and analytical skills.
• Excellent written and verbal communication skills, with the ability to bridge non‑technical users and technical implementers.
• Data literacy:
  Office 365 suite, proficient in Excel (pivot tables, lookups).
• Functional understanding of integration and API concepts and how data moves between systems.
• Proficiency with process‑mapping tools (e.g., Visio, Lucidchart).
• Vendor and SLA management.
• Technical capability to effectively troubleshoot, upgrade, and implement business applications.
• Strong organizational and time-management skills, with the ability to manage multiple priorities and projects simultaneously.