Senior Business System Analyst

Hotwire Communications Ltd

. Serve as Product Owner and senior business analyst for Hotwire’s Salesforce platform ecosystem .

Posted 10/26/2026full-timeRemote • Florida • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the Salesforce platform ecosystem, including roadmap ownership, user story development, and cross-functional process improvements. Proficient in analyzing customer experience metrics and implementing software-enabled solutions to enhance operational efficiency.

Highest-signal resume keywords

Salesforce Platform AdministrationProduct OwnershipCustomer Experience Metrics AnalysisProcess Improvement (Six Sigma)Journey Mapping

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User Story DevelopmentAcceptance Criteria DefinitionIntegration Specification AuthoringProject Scope DefinitionStatistical Analysis

Soft Skills

FacilitationCollaborationProblem-SolvingCommunication

Tools & Technologies

Sales CloudService CloudCommunications Cloud/VelocityCPQMicrosoft Office Suite

Industry Keywords

Customer ExperienceLead-to-Order ProcessField Service ManagementConcierge CultureCable and Telecommunications

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Serve as Product Owner and senior business analyst for Hotwire’s Salesforce platform ecosystem
Own the platform roadmap, backlog, and release calendar
Transform strategic ideas into designs, epics, and implementable user stories
Write and refine user stories, acceptance criteria, and definitions of done with development and QA teams
Define project scope, requirements, and objectives across the Salesforce ecosystem
Coordinate internal resources and third-party vendors, including Salesforce implementation and AppExchange partners
Facilitate workshops translating high-level initiatives into design criteria
Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery, and customer care
Author business and functional requirements, user stories, and integration specifications
Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems
Define test-plan criteria and execute or oversee UAT/SIT before releases
Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints
Own functional documentation, configuration standards, and platform governance
Monitor project progress and platform health, resolve problems, publish progress reports, and advocate action using CX and platform adoption metrics
Partner with Hotwire peers to streamline processes and drive end-to-end improvements
Perform other duties as assigned by the supervisor

Requirements

What you’ll need

Bachelor’s degree in business, design, information technology, or a related field
Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions
Hands-on experience administering or configuring the Salesforce platform, including Sales Cloud, Service Cloud, Communications Cloud/Velocity, and CPQ
Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis
Knowledge of quality management technique and process improvement (Six Sigma), including statistical analysis and qualitative interviewing
Experience designing Journey Maps or other depictions of customer experience diagrams and documentation
Experience designing processes implemented as software-enabled solutions, such as customer-facing web experiences or internal employee toolsets/workflows
Knowledge of cable and telecommunications products and services
Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
Must embrace company principles and demonstrate understanding of concierge culture

Benefits

Comp & perks

Full-time remote work arrangement
Equal employment opportunity protections