IT Business Analyst

POSITION SUMMARY

Colonial is seeking a customer-focused and analytically driven IT Business Analyst to join our growing team. The IT Business Analyst – Commercial serves as an innovative and collaborative business partner for Sales Representatives, Account Managers, Credit Analysts, Customer Service Representatives, and their management. This role gathers, documents, and analyzes business requirements, processes, and workflows across a portfolio of commercial technology platforms — with a primary focus on Microsoft Dynamics 365, Power Automate, contact center tools, sales intelligence, credit risk tools, and AI-assisted workflows. The analyst translates these requirements into functional specifications for technology teams and works closely with project managers, developers, and testers to ensure successful project delivery.

JOB EXPECTATIONS/DUTIES

• Analyzing data, creating reports and developing strategies to improve program performance across Sales, Credit, and Customer Service operations.
• Analyzing processes to determine better ways to simplify the user experience and create positive outcomes for Sales Representatives, Account Managers, Credit Analysts, and Customer Service Representatives.
• Perform data validation and implement quality control measures to ensure the continued success of commercial and credit operations.
• Review, audit and summarize operational data from CRM, contact center, credit risk, and sales intelligence platforms.
• Research, design, configure, test, document, and support implementation of system changes — including Microsoft Dynamics 365, Power Automate, contact center tools (Genesys, Novavox, Breezy), sales generation tools (ZoomInfo), and credit tools (Coface, Dun & Bradstreet). Manage the impact of these changes and their effects across all business segments and locations.
• Identify problems with current solutions and opportunities for improvement across Sales, Credit, and Customer Service technology systems.
• Support demanding data initiatives such as data integration, CRM data management, credit data feeds, and reporting pipelines.
• Serve as change owner for all changes involving supported applications, ensuring changes are reviewed, signed-off, and implemented appropriately.
• Provide specialist knowledge for supported Sales, Credit, and Customer Service applications to all stakeholders.
• Provide input in design and functional specifications.
• Partner with business liaisons and technical teams to understand and define system goals, issues, and technical requirements.
• Produce deliverables related to assigned project(s) and assist in post-implementation support.
• Identify and support AI-assisted workflow opportunities — including Microsoft Copilot for Sales and Customer Service — to improve productivity for commercial and credit teams.

Technology Enhancements/Upgrades & Deployment

• Assist in the review, testing, and implementation of system upgrades, patches, and/or enhancements across Dynamics 365, Power Platform, contact center platforms, and credit tools.
• Collaborate with IT Business Analysts, business stakeholders, functional SMEs, and technical teams to coordinate upgrades, patches, and/or enhancements.
• Facilitate consultation with subject matter experts from the business and other sources to define business requirements. Create and/or maintain business requirements documents (BRD).
• Perform testing functions including troubleshooting, root cause analysis, and identifying resolutions for Sales, Credit, and Customer Service systems.
• Review and analyze documentation to determine impacts to current system applications.
• Provide end user training and support to Sales Representatives, Account Managers, Credit Analysts, Customer Service Representatives, and their management.
• Identify and analyze new product functionality, trends, and opportunities — including AI and automation capabilities — for their potential to improve Sales, Credit, and Customer Service effectiveness.
• Develop vendor system relationships acting as a liaison between the vendor and the Sales, Credit, and Customer Service teams.

Process Improvement

• Collaborate with cross-functional business partners across Sales, Account Management, Credit, and Customer Service to analyze current processes and user goals, identifying gaps to drive business process improvement and day-to-day support of business needs.
• Identify opportunities for automation, application efficiency, and security — including Power Automate flows, Dynamics 365 native automation, credit workflow automation, and AI-assisted tools.

Production Support

• Ensure technology issues are resolved in a timely manner.
• Diagnose and troubleshoot production issues with a focus on identifying root cause and creative problem-solving. Coordinate and facilitate consultation with subject matter experts from Sales, Credit, and Customer Service as required.
• Collaborate with technical teams, as required, to triage issues with integrations and automations — including Dynamics 365, ZoomInfo, contact center platforms, and credit tools — identifying root cause and solutions.
• Coordinate system changes across multiple cross-functional teams as necessary to apply fixes.
• Write, maintain, and support a variety of reports or queries utilizing appropriate reporting tools.
• Create, update, and maintain documentation and requirements.

QUALIFICATIONS/REQUIREMENTS

• 3–5 years work experience, preferably in Sales, Customer Service, Credit, or a commercial operations environment; experience in oil and gas, logistics, or supply chain a plus.
• 3–5 years working with systems implementations, project management, and end user training.
• 2+ years of hands-on experience with Microsoft Dynamics 365 (Sales or Customer Service modules) required; Power Automate experience strongly preferred.
• Bachelor's or Associate's degree in a Business field or an equivalent combination of education, experience, and training.
• Proficient with Microsoft Office Suite including Excel and Power BI.
• Experience with contact center platforms (Genesys, Novavox, or Breezy) a plus.
• Familiarity with sales intelligence tools (ZoomInfo) and credit risk tools (Coface, Dun & Bradstreet) a plus.
• Exposure to AI productivity tools within the Microsoft ecosystem (Copilot for Sales, Copilot for Customer Service) preferred.
• Experience with SmartSheets and SQL databases a plus.
• Ability to think creatively, strategically, and technically.
• Must be resourceful and have creative problem-solving skills.
• Strong communication skills required.
• Must be flexible & adaptable.
• Teamwork/Collaboration.