Senior Business System Analyst

Hotwire Communications Ltd

. Serve as senior business analyst and platform owner for the Amdocs suite (CRM, Billing, Order Management) and FSM/dispatch platforms .

Posted 11/6/2026full-timeRemote • Florida • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in business analysis and platform ownership, particularly with Amdocs and Field Service Management systems. Capable of driving process improvements, stakeholder engagement, and delivering exceptional customer and employee experiences.

Highest-signal resume keywords

Amdocs Suite ExpertiseField Service Management (FSM) ExperienceEnterprise Integration SkillsData Analysis and VisualizationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisPlatform OwnershipProcess OptimizationWorkflow AutomationUser Acceptance Testing (UAT)Functional DocumentationRequirements GatheringIntegration SpecificationsCX Metrics AnalysisROI Analysis

Soft Skills

Analytical SkillsTime ManagementOrganizational SkillsStakeholder InfluenceEffective Communication

Tools & Technologies

Microsoft Office SuiteAmdocs CRMAmdocs BillingAmdocs Order ManagementOracle FSMVisio

Industry Keywords

Customer ExperienceEmployee ExperienceService DeliveryProject ManagementField Operations

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Serve as senior business analyst and platform owner for the Amdocs suite (CRM, Billing, Order Management) and FSM/dispatch platforms
Set platform objectives aligned with Corporate Strategy, Employee Experience priorities, and Customer Experience priorities
Define project scope, requirements, and objectives across the Amdocs and FSM ecosystem
Coordinate internal resources and third-party vendors to document issue statements, business requirements, and ROI
Facilitate workshops with care, billing, dispatch, and field operations stakeholders
Diagram and redesign cross-functional customer journeys and business processes spanning order-to-activation, billing, and field service
Author business and functional requirements, user stories, and integration specifications
Design integration and process improvements between Amdocs, FSM/dispatch, workforce management, and adjacent enterprise systems
Define test plan criteria and execute UAT/SIT in production-like environments before release
Identify customer friction points, automation opportunities, and AI-enabled enhancements
Maintain a prioritized continuous-improvement backlog
Own functional documentation, configuration standards, and platform governance
Monitor project progress and platform health, resolve problems, publish progress reports, and advocate action against CX metrics
Partner with Hotwire peers to streamline processes and drive end-to-end improvements
Provide overall support to cross-functional teams
Perform other duties as assigned by Supervisor

Requirements

What you’ll need

Bachelor’s degree in business, design, or information technology
Minimum of five (5) years’ experience as a Senior Business Analyst, Platform Owner, Architect, or Consultant in operations, employee tools, digital/online, or customer experience functions
Hands-on experience with Amdocs (CRM, Billing, Order/Service Management or CES) and Field Service Management (FSM) / dispatch platforms
Demonstrated experience with enterprise integrations, process optimization, and workflow automation across front- and back-office systems
Ability to analyze and interpret data and present visual representations
Expert-level computer literacy with proficiency in Microsoft Office products including Excel, PowerPoint, Word, and Visio
Excellent analytical skills and ability to accurately interpret complex documents and policies
Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis
Must embrace company principles and demonstrate understanding of Hotwire’s “White Glove” culture
Strong understanding of contract language and other agreements
Understanding of service delivery, construction, sales engineering, project management, contact center, and field operations teams
Strong time management and organizational skills and knowledge to meet deadlines
Ability to prepare presentations, summary reports, and develop and deliver executive-level communications
Experience understanding various user (internal customer) types and driving their satisfaction and engagement in the tools/software they rely on
Ability to influence stakeholders and work closely with them to determine acceptable solutions
Ability to effectively engage/interact/communicate with all levels within the organization and external stakeholders
Field Service Management (FSM) systems: migrating to a new FSM system preferred
Experience with Oracle FSM preferred
Must have experience designing and leading improvements to FSM systems that improve employee productivity and deliver a great employee experience

Benefits

Comp & perks

Comprehensive Healthcare/Dental/Vision Plans
401K Retirement Plan with Company Match
Paid Vacation, Sick Time, and Additional Holidays (including your Birthday!)
Paid Volunteer Time
Paid Parental Leave
Hotwire Service Discounts – for employees who live on a property serviced by Hotwire
Discounted service offerings for high-speed internet, video service, phone, and security service
Employee Referral Bonuses
Exclusive Entertainment Discounts/Perks