Must be local or willing to relocate - hybrid arrangement, combining on-site work at the TPU campus (Tacoma, Washington) with remote work, and is expected to be full-time at 40 hours per week. The Business Systems Analyst will be expected to report to the office one day every two weeks, from the start date (or as needed). Beginning on May 4, 2026, the expectation is for the Business Systems Analyst to work on-site three out of five days each week. AS SUCH, we need a LOCAL Washington state resource (ideal candidate live within 2 hours of 3628 S 35th St, Tacoma, WA). A Seattle area consultant would be perfect. Or – someone that is willing to relocate to the seattle area from the start of the project (no relocation bonus or expenses paid by client)
Must have 1, some or all of these customer facing service applications experience - Verint (workforce management), IVR (interactive voice response), MyAccount (customer account portal), and Qmatic (lobby queuing system).
Utility industry experience is strongly preferred because this role supports customer-facing applications tied to billing, account management, and other utility-specific processes. However, we do not want to limit the candidate pool, as relevant experience in other industries can also be valuable. While not required, utility experience is considered a nice-to-have and preferred qualification.
Experience with Salesforce administration and support experience is listed as “nice to have” because this team supports a portfolio of applications across the organization. Depending on project requests and business needs, Business Systems Analysts may be moved between systems, and having prior Salesforce experience can help them contribute more quickly. However, strong candidates can be trained on Salesforce, so it is not required.
Business Analysis (BA) Certifications are listed as “nice to have” because formal credentials are helpful but not mandatory. Relevant hands-on business analysis experience can substitute for certifications, ensuring candidates with practical skills are not excluded from consideration.
Experience with SAP S/4 or a similar customer information system is important because the applications supported in this role are highly integrated with SAP, which serves as TPU’s system of record for customer account and billing data.
Please note - client is looking for a BSA (business systems analyst) and not a BA (Business analyst). These are 2 very different consultants. Based on the JD, they definitely want a BSA. a Business Analyst (BA) focuses broadly on improving business processes, strategy, and value, while a (BSA) focuses specifically on the IT systems that support those processes, translating business needs into technical requirements and designing system solutions. BAs are about the "what" and "why" (business needs), while BSAs are about the "how" (technical implementation of IT solutions). A BA might identify that a company needs a better way to manage customer orders (the business problem). A BSA would then design the specific software system, database structure, and integrations needed to fulfill that order management requirement (the technical solution).
REQUIREMENTS SUMMARY AND JOB DESCRIPTION:
We need 1 senior BSA to provide administration and operational support for key customer-facing applications and ALSO has some good PM experience for a 12 month engagement. Primary focus of this role is Business System Analysis & application administration/operational support. The role requires a strong BSA who can gather and document requirements, configure and test system changes, support day-to-day operations and tier 2/3 trouble tickets, engage with support vendors, and coordinate UAT and deployments. Project management responsibilities are secondary and limited in scope, focused on planning, coordinating, and delivering small, well-defined application enhancements, rather than serving as a dedicated Project Manager or leading large-scale projects.
Currently, TPU has some 100 systems that must be supported. This role will be focused on 3 or 4 customer service applications (to include knowledge of call center, customer web-portal, and queuing technologies). The BSA should have exposure to some or all of the customer-facing service applications that Tacoma runs – specifically Verint (workforce management), IVR (interactive voice response), MyAccount (customer account portal), and Qmatic (lobby queuing system). This role will support day-to-day tickets, ensure reliable performance of critical customer service systems, collaborate with cross-functional teams, internal stakeholders, and vendors to coordinate system changes, troubleshoot issues/tickets, and lead small enhancement projects to ensure smooth deployment of those enhancements. This role is not a traditional helpdesk role, it provides Tier 2/3 application support and administration, with Tier 1 support handled by the centralized help desk.
The help desk team will handle most of the day to day internal problem tickets. But when major issues arise, the BSA will be called upon to resolve. Resolution may include Major UAT, enhancements, documentation, requirements gathering, may include managing the resolution across different parts of the organization (business, IT, managers).
A Business Systems Analyst (BSA) analyzes business needs and problems, then designs, implements, and maintains technology solutions, acting as a crucial link between business stakeholders and IT teams by gathering requirements, creating specifications, testing systems, and managing projects.
Core Responsibilities:
- Requirements Gathering & Analysis: Collaborating with users and stakeholders to understand problems, document needs, and define project scope.
- : Creating workflow charts, data models, and system specifications for new or improved applications.
- : Evaluating existing processes and recommending changes to optimize workflows and business performance.
- Solution Implementation: Overseeing the deployment of new systems, often involving ERP, CRM, or custom software.
- : Participating in testing to ensure solutions meet requirements and function as expected.
- : Creating detailed reports, technical specifications, and user guides.
- : Translating technical information for business teams and presenting findings to management.
- : Identifying and resolving issues within existing systems.
- : Analyzing data to find trends, patterns, and opportunities for improvement.
Core Skills & Abilities:
- Administer and support Verint, IVR, MyAccount and Qmatic Systems.
- Configure, test, and document system changes to ensure smooth deployment.
- Provide operational support, troubleshooting, vendor ticketing if necessary, and issue resolution.
- Lead and coordinate small application enhancement projects from requirements to delivery.
- Gather, analyze, and document business and technical requirements.
- Perform system testing, validation, and verification of changes.
- Create and maintain technical user documentation.
- Professional and polished written and verbal communication skills.
- Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams).
- Nice to have: Familiarity with Salesforce, particularly in configuration and support ticket management.
Collaboration:
- Collaborate with cross-functional teams, vendors, and internal stakeholders.
- Build strong working relationships and coordinate across multiple departments and divisions.
- Work effectively in a team-oriented environment, but also able to work independently.
- Demonstrate professionalism, mutual respect, and adaptability.
Service Delivery & Initiative:
- Effectively organize assignments to deliver accurate, timely, and high-quality results.
- Show initiative and proactive problem-solving to improve processes and outcomes.
- Adapt to shifting priorities and ensure projects and workload are completed on schedule.
Communication Effectiveness:
- Translate complex technical information in a clear, simple way that business users and stakeholders can understand.
- Prepare professional documentation, reports, and presentations.
- Demonstrate active listening and responsiveness to business needs.
Technical Knowledge:
- Knowledge of call center, customer web-portal, and queuing technologies.
- Familiarity of the utility industry and utility billings.
- Familiarity with SAP S4 or similar customer information system.
Organization & Effectiveness:
- Strong organizational skills with the ability to manage and prioritize multiple assignments.
- Demonstrate accountability, follow-through, and ownership of tasks.
- Ability to work flexible hours, including occasional after-hours support for cutovers or project implementation.
Experience & Certifications:
- Minimum of 5 years of experience as a business systems analyst
- Experience administering and configuring Verint, IVR, MyAccount web portal, or Qmatic systems (or similar technologies).
- Experience leading small application enhancement projects.
- Utility industry experience preferred.
- Familiarity with SAP S4 or similar customer information system.
- Nice to have: Salesforce administration, configuration, and support ticket management experience.
- Nice to have any of the following: Certified Business Analysis Professional (CBAP) from IIBA; Certified Competency in Business Analysis (CCBA) from IIBA; Agile Analysis Certification from IIBA (IIBA-AAC); Certified Business Analyst Professional (CBAP) from IQBBA; Certified Professional for Requirements Engineering - Foundation Level (CPRE-FL) from IREB; Certified Software Business Analyst (CSBA) from ISCB; Professional in Business Analysis (PMI-PBA) from PMI; Certified Business Process Associate (CBPA) from IIBA
Never miss an opportunity! Create an alert based on the job you applied for.
