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. Based on the Digital Client Operations model, the Business Analyst functions as the escalation point for complex issues and helps convert client challenges into sustainable solutions.

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.
Assist 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.
Assist 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, or equivalent work experience.
1-3 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.