Job Description

Overview

The Business Analyst 1 serves as the escalation point for high-priority support issues and acts as a subject matter expert for one or more custom applications. This role is the bridge between business users and technical teams—ensuring issues are resolved efficiently, quality standards are met, and communication flows seamlessly across all stakeholders.

Key Responsibilities

• Act as the primary escalation point for high-priority support issues.
• Serve as subject matter expert (SME) for assigned custom applications.
• Partner with technical and non-technical teams to diagnose, troubleshoot, and resolve issues.
• Monitor and manage the team’s backlog of open support issues, reassigning as needed to meet service-level agreements.
• Provide analyses and insights for management review.
• Develop system usage materials, reports, and user guidelines.
• Manage stakeholder expectations at all levels, including customers, end users, and program leadership.
• Recommend process and system improvements to enhance efficiency and quality.

All work onsite in Columbus Ohio

REQUIREMENTS

Required Skills & Experience

• 5+ years of experience in an IT field of specialty.
• 2+ years in a lead or escalation role.
• 2+ years experience with Salesforce CRM.
• 2+ years experience with ServiceNow Customer Service Management.
• Strong organizational, communication (written and spoken), and stakeholder management skills.
• Proven troubleshooting and problem-solving abilities.

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