Business Analyst I

Overview Of Role/Job Purpose

VertexOne is seeking a motivated and detail-oriented Business Analyst I to join the Digital Client Operations team. This role serves as a key bridge between Client Success, Product, Engineering, and Client Operations by investigating complex client issues, analyzing business processes, supporting solution development, and validating system enhancements.

The Business Analyst I is responsible for performing root cause analysis, documenting business requirements, supporting testing efforts, and assisting with the resolution of operational and client-impacting issues. This individual will work closely with Support Analysts, Client Success Managers, Product Managers, and Development teams to ensure client needs are translated into effective solutions while maintaining a high level of service excellence.

Essential Duties & Responsibilities

• Complex Issue Investigation & Analysis
• 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.
• Requirements Gathering & Solution Design
• Gather and document business and functional requirements.
• Aid 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.
• Product & Engineering Collaboration
• 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.
• Testing & Quality Assurance
• 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.
• Client & Cross-Functional Support
• Participate in client meetings related to escalated issues and solution reviews.
• Aid 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.
• Documentation & Knowledge Management
• 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.
• Continuous Improvement
• 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.

Required Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field preferred, or equivalent work experience in a SaaS environment.
• At least 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.

Preferred Qualifications

• 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.