IT Business Analyst III - Application Support

Key Responsibilities

• Develop comprehensive knowledge of assigned business processes, operational workflows, and related ERP and application functionality.
• Independently lead business stakeholders through discovery of complex business needs, operational challenges, and improvement opportunities.
• Develop and recommend sound solution options—including application workflows, functionality, and user interface designs—that address complex business requirements and consider alternatives, tradeoffs, dependencies, and downstream impacts.
• Lead requirements gathering workshops and business discussions involving multiple stakeholders, processes, or functional areas.
• Analyze complex and cross-functional business problems and identify impacts across related processes and application domains.
• Identify opportunities to simplify, standardize, or redesign assigned business processes rather than replicating existing processes within new technology.
• Anticipate dependencies, risks, and unintended consequences of proposed business or application changes and recommend appropriate solutions.
• Resolve complex business problems independently, referring only the most complex or highest-risk issues to more senior Business Analysts or management.

• Independently translate complex business objectives into detailed functional requirements.
• Write clear and complete user stories with well-defined acceptance criteria for complex functionality.
• Develop process flows, workflow diagrams, wireframes, use cases, and supporting documentation.
• Lead functional solution design for assigned features and business processes.
• Ensure requirements are complete, testable, technically understandable, and aligned with broader business processes and product objectives.
• Identify and resolve requirement gaps, conflicting requirements, and cross-functional dependencies before development begins.
• Work with stakeholders and technical teams to evaluate alternative solutions and build alignment around recommended approaches.
• Maintain product documentation throughout the software lifecycle.

• Serve as the primary Business Analyst for complex features, business processes, or functional areas from discovery through implementation.
• Work closely with Software Engineers throughout development to answer functional questions, clarify requirements, and resolve complex functional issues.
• Provide functional guidance when development decisions require interpretation of business requirements, processes, or intended system behavior.
• Review completed functionality to verify it satisfies business requirements and the intended solution design.
• Identify requirement or solution gaps and recommend refinements as needed.
• Partner with Product Managers and/or Product Owners during backlog refinement to evaluate priorities, dependencies, risks, and business value.
• Coordinate with UX/UI, QA, other Business Analysts, and technical teams when functionality spans multiple application or business areas.
• Support production implementation and post-implementation validation of complex functionality.
• Assist in identifying implementation risks, business readiness considerations, and dependencies that could affect successful delivery.
• Communicate upcoming process and system changes to affected business users and support organizational change management for assigned functionality.
• Partner with business stakeholders to identify training needs and verify that documentation, job aids, and training materials accurately reflect delivered functionality.
• Monitor business adoption following implementation and identify where additional training, documentation, or functional changes are needed.

• Develop comprehensive functional test scenarios and detailed test scripts for complex features and business processes.
• Ensure testing addresses end-to-end business processes, integration points, exceptions, and downstream impacts where applicable.
• Execute functional testing against completed software.
• Validate that software performs according to documented business requirements and intended business outcomes.
• Identify, document, analyze, and appropriately prioritize software defects.
• Work with Software Engineers and QA to investigate complex defects, clarify expected behavior, and validate solutions.
• Lead and coordinate User Acceptance Testing (UAT) with business stakeholders for assigned functionality.
• Maintain reusable test cases that support future automated testing initiatives.
• Identify gaps in test coverage and recommend improvements based on business process risk, system dependencies, and prior defects.

• Collaborate with report developers to define reporting and analytics requirements for assigned business processes.
• Identify reporting, data, and analytics needs during requirements development rather than after implementation.
• Validate reporting accuracy, calculations, and data integrity against documented business rules.
• Apply consistent reporting standards and data definitions across assigned application areas.

• Resolve complex application and system issues for assigned business areas, referring only the most complex issues to more senior staff.
• Coordinate investigations to resolve information system issues, conducting research to understand, explain, and resolve technology problems.
• Communicate status and updates to users who have been or may be affected by an application problem, and follow up after resolution to confirm the issue is fully resolved.
• Use help desk tracking software to manage assigned requests and ensure response times are quick and effective in resolving user requests.
• Coordinate referrals to technical, professional, or vendor personnel depending on the repair, training, service, or software issue.
• Support onboarding procedures for new users of assigned applications, including access requests and initial orientation.
• Analyze support ticket trends to identify underlying process gaps, training needs, or application defects, and recommend improvements.
• Develop and maintain user-facing documentation, knowledge base articles, and job aids for assigned applications.

• Serve as a resource to less experienced Business Analysts on requirements development, solution design, stakeholder facilitation, and functional testing.
• Coach and mentor less experienced Business Analysts and share business, application, and Business Analysis knowledge across the team.
• Review requirements, user stories, solution recommendations, and test approaches developed by less experienced Business Analysts when requested, and provide constructive feedback.
• Facilitate alignment when requirements or priorities cross multiple business functions or application domains.
• May act as a functional lead on assigned projects or initiatives.

• Monitor user feedback and business outcomes following implementation and recommend appropriate enhancements.
• Identify opportunities to improve assigned business processes, application functionality, and user experience.
• Partner with Product Managers and/or Product Owners on backlog refinement and prioritization.
• Contribute to improvements in Business Analysis processes, documentation, requirements quality, solution design, and testing practices.
• Maintain comprehensive knowledge of assigned ERP and other applicable application functionality and emerging business technologies.
• Evaluate opportunities to use technology to simplify or automate assigned business processes.
• Utilize AI-assisted development and support tools responsibly to speed up and improve work product while maintaining accountability for solution quality and business outcomes.
• Perform other duties as assigned.

Skills, Knowledge and Expertise

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience.
• Four to six (4–6) years of progressive experience in business analysis or a closely related role. Experience ranges are guidelines; placement is based on demonstrated competency, scope of work, and impact.
• Comprehensive knowledge of SQL and relational databases, including the ability to independently query and analyze data to support analysis and validate solution behavior.
• Comprehensive understanding of business process analysis and requirements development techniques.
• Demonstrated ability to independently lead complex business analysis assignments involving multiple processes, stakeholders, or functional areas.
• Demonstrated ability to develop and recommend sound solutions to complex business requirements, including evaluating alternatives, tradeoffs, dependencies, risks, and downstream impacts.
• Experience taking one or more significant implementations from requirements through production deployment and stabilization.
• Experience writing complex functional requirements, user stories, and acceptance criteria.
• Experience creating workflow diagrams, process maps, wireframes, use cases, and functional documentation.
• Experience facilitating complex requirements and solution-design discussions with business and technical stakeholders.
• Experience developing and executing comprehensive functional test scenarios and detailed test scripts.
• Experience coordinating User Acceptance Testing with business stakeholders.
• Demonstrated ability to identify cross-functional impacts and dependencies associated with business and application changes.
• Strong written and verbal communication skills, including the ability to communicate complex concepts to both business and technical audiences.
• Excellent analytical, problem-solving, facilitation, and decision-making abilities.
• Strong organizational and time management skills.
• Ability to independently manage multiple priorities and complex assignments.
• Ability to coach less experienced Business Analysts and share knowledge across the team.
• Ability to build effective working relationships with business stakeholders and technical teams.
• Experience providing application or end-user support in a business or IT service environment.
• Experience using a help desk or IT service management platform to manage and track user requests.
• Strong troubleshooting skills, including the ability to diagnose issues spanning business process, data, and application behavior.
• Ability to explain technical information clearly to non-technical users.

• Significant experience with ERP systems.
• Experience in manufacturing, supply chain, finance, inventory, sales, or operations.
• Experience gained across multiple industries, enterprise applications, or ERP platforms, with demonstrated ability to apply that experience to new business domains.
• Experience working across multiple integrated business processes or ERP functional areas.
• Experience with Agile software development methodologies.
• Experience creating wireframes or UI mockups using tools such as Figma, Balsamiq, Miro, Visio, or similar.
• Experience leading User Acceptance Testing and supporting automated testing initiatives.
• Experience using Azure DevOps, Jira, or similar Agile management platforms.
• Experience mentoring or providing functional leadership to other Business Analysts.
• Experience with Freshservice, ServiceNow, Jira Service Management, or similar IT service management platforms.
• Experience developing knowledge base articles, user documentation, or training materials.
• Experience analyzing support ticket trends to drive product or process improvements.

Benefits

• Employee-owned
• Advancement Opportunities
• Insurance coverage that includes medical, dental, vision and life insurance and flexible spending accounts
• 401(k) with employer match
• Paid holidays and competitive vacation/sick pay plans
• Tuition assistance program 
• Employee stock ownership program (ESOP)