Note: The job is a remote job and is open to candidates in USA. VertexOne provides cloud-based SaaS platforms and solutions that help utilities improve customer service, operational efficiency, and digital transformation. The Business Analyst I bridges Client Success, Product, Engineering, and Client Operations by investigating complex client issues, analyzing processes, documenting requirements, supporting testing, and validating system enhancements.
Responsibilities
- Analyze client-reported issues escalated from Support Analysts
- Perform root cause analysis on system, configuration, integration, and process-related issues
- Reproduce issues in lower environments and document findings
- Identify trends and recurring problems to improve product performance and operational efficiency
- Partner with internal teams to determine the impact and severity of issues
- Gather and document business and functional requirements
- Assist in developing change requests, enhancement requests, and user stories
- Translate technical concepts into business-friendly language
- Recommend process improvements and solution alternatives
- Support backlog refinement and prioritization activities
- Serve as a liaison between business stakeholders and technical teams
- Collaborate with Product Management and Engineering on defect resolution and enhancement initiatives
- Provide detailed issue documentation that supports development efforts
- Participate in sprint planning, requirement reviews, and project discussions
- Develop and execute test cases and test scenarios
- Participate in User Acceptance Testing (UAT), regression testing, and release validation activities
- Validate system enhancements and defect corrections prior to deployment
- Document testing results and communicate findings to project stakeholders
- Participate in client meetings related to escalated issues and solution reviews
- Assist Client Success Managers in evaluating client requests and operational impacts
- Communicate issue status, findings, and recommendations to stakeholders
- Support deployment, implementation, and client onboarding activities as needed
- Create and maintain business process documentation
- Document root cause analyses, solution recommendations, and testing results
- Contribute to knowledge base articles and operational procedures
- Ensure critical operational knowledge is captured and shared across teams
- Identify opportunities to automate manual processes and improve operational efficiency
- Recommend enhancements to workflows, support processes, and client experiences
- Participate in operational improvement initiatives and cross-functional projects
Skills
- * Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field preferred, or equivalent work experience in a SaaS environment
- * At least 3 years of experience in Business Analysis, Client Operations, SaaS software support, implementation, or related roles
- * Strong analytical and problem-solving skills
- * Ability to document requirements clearly and accurately
- * Experience working with Microsoft Office Suite, including Excel and PowerPoint
- * Excellent written and verbal communication skills
- * Strong organizational skills and attention to detail
- * Ability to manage multiple priorities in a fast-paced environment
- * Experience in SaaS, utility technology, customer engagement, billing, payments, or digital customer solutions
- * Familiarity with Jira, Azure DevOps, Salesforce, or similar work management platforms
- * Experience creating user stories, process flows, and business requirements documentation
- * Exposure to software testing, UAT, or release management activities
- * Understanding of APIs, integrations, and data analysis concepts
- * Knowledge of Agile or Scrum methodologies
Benefits
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs)
- 401K match
- Flexible PTO
- Employee recognition platform with monetary rewards
- 100% Remote work environment
- Initial work from home stipend
- Leadership/Coaching training programs
- Free access to Bizlibrary for unlimited professional development
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Health and wellbeing programs
- Paid parental leave
- Employee bonus referral program
- Employee Discount Program
Company Overview