Business Analyst - Process

The Business Analyst, Field Services & Care is a high-visibility role accountable for translating business priorities into clear executable IT requirements, actionable user stories, and delivered technology solutions. The role also owns the customer portal roadmap as a driver of self-service adoption, operational efficiency, and customer experience. This person partners across Field Services, Care, IT, vendors, Consumables, Marketing, and Product to prioritize opportunities, deliver enhancements, and ensure solutions are launched with business readiness and measurable outcomes.

Key Responsibilities

1.Business Requirements & IT Delivery

• Partner directly with Field Services and Care business stakeholders to identify IT support needs and pain points
• Translate business needs into clear, actionable requirements and user stories in partnership with BU leads and IT BA partners
• Support the IT development lifecycle by facilitating design validation, participating in build reviews and demos, and leading business user acceptance testing (UAT)
• Partner with Continuous Improvement (CI) and Learning & Development (L&D) to confirm business readiness ahead of IT launches
• Prioritize the intake backlog in partnership with IT and business stakeholders based on impact, urgency, and effort
• Maintain a transparent, well-documented backlog and roadmap of in-flight and upcoming initiatives in Monday.com

2.Customer PortalRoadmap & Vendor Management

• Support strategy development and own execution of the roadmap for Quench's customer portal
• Lead portal initiatives that improve customer experience, increase adoption, and drive operational efficiency
• Serve as the primary liaison between the customer portal and supporting functions: Care, Consumables, Marketing, and Product
• Build an intake process to understand and quantify portal opportunities
• Facilitate regular cross-functional syncs to align priorities and timelines
• Define success metrics for portal performance, adoption, and customer satisfaction
• Drive third-party development of portal enhancements, including vendor management and partnership with the IT Business Analyst (BA) team

3. Business Analytic Reporting & Project Management

• Identify and drive continuous improvement in business analysis and IT intake processes
• Build reporting/dashboards - including BI visualizations - to track requirement throughput, portal performance, and vendor delivery
• Develop documentation and playbooks for BA processes, intake, and portal governance
• Provide regular updates to leadership on IT delivery status, portal roadmap progress, and key risks
• Support broader project delivery through scope definition, milestone tracking, and risk mitigation

Requirements

Must Have:

• 3-5+ years of business analysis, or related experience, ideally supporting field service, care/support, or customer-facing operations
• Experience working with IT to deliver business requirements for system builds and/or enhancements
• Experience managing or partnering with external vendors/development partners
• Strong prioritization and backlog management skills
• Ability to lead cross-functional initiatives and influence without direct authority

Must Be:

• Highly analytical with a structured approach to requirements gathering and problem-solving
• Detail-oriented while maintaining a strategic view of the portal and IT roadmap
• A strong collaborator across Field Service, Care, IT, Consumables, Marketing, and Product
• Comfortable managing multiple concurrent initiatives and competing priorities
• Outcome-focused with accountability for delivery timelines and portal performance

Preferred Experience:

• Experience in IT project management
• Familiarity with Agile/Scrum delivery methodologies
• Experience owning or managing a customer-facing portal or digital self-service platform
• Experience in subscription, field service, or utility-style service businesses
• Familiarity with vendor contract/SLA management
• Experience in salesforce (other CRM solutions) and BI/reporting tools (Power BI or similar)