Business Analyst I

VertexOne provides SaaS platforms and cloud-based solutions that help utilities improve customer experience, operational efficiency, and revenue management. The Business Analyst I bridges Client Success, Product, Engineering, and Client Operations by investigating complex client issues, documenting requirements, supporting solution development, and validating system enhancements. The role also performs root cause analysis, supports testing and quality assurance, and contributes to process and operational improvements.

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

Requirements:

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent work experience
• 1-3 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