Job Title: Business Systems Analyst
Location: Phoenix, AZ
Salary: $55/hr-$65/hr
We are partnering with a leading telecommunications organization seeking a Business Systems Analyst to support critical billing, provisioning, customer service, and operational systems. This role will serve as the liaison between business stakeholders, technology teams, and third-party vendors, helping drive system enhancements, process improvements, and large-scale migration initiatives.
The ideal candidate has experience working with billing and provisioning platforms, understands customer lifecycle processes, and is comfortable gathering requirements, documenting workflows, supporting system implementations, and ensuring business needs are translated into effective technical solutions.
Your role:
- Gather, analyze, and document business and system requirements for new initiatives and enhancements.
- Support billing system migrations and associated process transformations.
- Work closely with business stakeholders, vendors, and technical teams to define project scope and requirements.
- Analyze existing workflows and identify opportunities for automation and process improvement.
- Create functional specifications, process flows, user stories, and business requirements documentation.
- Coordinate testing efforts including UAT planning, execution, and defect tracking.
- Support integrations between billing, provisioning, customer communication, and operational systems.
- Assist with system implementations, upgrades, and production support activities.
- Facilitate communication between technical and non-technical stakeholders throughout the project lifecycle.
- Ensure solutions align with business objectives, operational requirements, and customer experience goals.
What you’ve got:
- Experience as a Business Systems Analyst, Business Analyst, or similar role.
- Experience supporting billing systems, customer management platforms, or telecommunications operations.
- Knowledge of billing and provisioning processes for HSD (High-Speed Data), Video, and Voice services.
- Experience working with customer payment processing systems and third-party vendor integrations.
- Familiarity with customer communication platforms including email, SMS, and notification systems.
- Experience gathering requirements, documenting business processes, and supporting system implementations.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication skills and ability to work with cross-functional teams.
- Experience supporting testing, validation, and user acceptance activities.
Preferred:
- Experience with CSG billing platforms, including ACP billing systems.
- Experience with Incognito SAC provisioning systems.
- Experience supporting IVR and outage management systems.
- ServiceNow experience, including FSM (Field Service Management).
- Experience with Tenon or other ServiceNow-based applications.
- Telecommunications, broadband, cable, or service provider industry experience.
- Experience supporting large-scale system migration projects.
- Familiarity with Agile, Scrum, or hybrid project delivery methodologies.