OTC Business Systems Analyst

The Order-to-Cash (OTC) Business Systems Analyst serves as a strategic business and technology partner responsible for supporting, optimizing, and continuously improving the end-to-end OTC process across the organization. This role works closely with Sales, Operations, Customer Service, Finance, Revenue Operations, and IT to ensure commercial systems effectively support customer and account management, opportunity management, configure-price-quote (CPQ), pricing, order entry, fulfillment coordination, invoicing, collections visibility, and revenue reporting.
The ideal candidate understands how CRM, CPQ, ERP, integration, workflow, master data, and analytics capabilities work together across the customer and revenue lifecycle. This individual will translate business needs into scalable system solutions, improve process consistency and data quality, coordinate testing and adoption, and help maximize the value of the organization's commercial technology investments.
Responsibilities1. Order-to-Cash Process Analysis & Improvement• Analyze, document, and improve current-state and future-state OTC processes from opportunity and quote through order, fulfillment, invoicing, payment, and customer account servicing.• Partner with Sales, Pricing, Operations, Customer Service, Finance, Credit, and IT to identify process gaps, control weaknesses, handoff issues, and automation opportunities.• Facilitate process workshops and translate business requirements into functional designs, user stories, process maps, acceptance criteria, and operating procedures.• Promote standardized OTC processes across divisions while documenting justified business variations and dependencies.• Define and monitor process measures such as quote turnaround, order cycle time, invoice accuracy, exception volume, data completeness, and user adoption.2. CRM & Customer Lifecycle Systems• Support administration and continuous improvement of Microsoft Dynamics 365 Customer Engagement and related commercial applications.• Maintain and enhance account, contact, lead, opportunity, activity, territory, workflow, security, and reporting configurations in partnership with IT administrators.• Ensure CRM processes and data support downstream quoting, order creation, forecasting, customer service, and revenue reporting requirements.• Evaluate enhancement requests, troubleshoot business issues, coordinate releases, and improve user adoption and data quality.3. Configure-Price-Quote (CPQ) & Pricing Enablement• Support the design, administration, and optimization of CPQ capabilities, including product catalogs, configuration rules, price books, discount structures, approval workflows, and quote templates.• Partner with Sales, Pricing, Product Management, Operations, and Finance to improve quote accuracy, consistency, controls, and turnaround time.• Define and validate quote-to-order handoffs and integrations among CPQ, CRM, ERP, document generation, and approval solutions.• Identify opportunities to reduce manual quoting activity and improve visibility into quote status, revisions, approvals, and conversion.4. ERP, Order Management & Billing Systems• Support OTC business processes across Microsoft Dynamics 365, Business Central, Comsense, Sedona, and other ERP or operational platforms as applicable.• Partner with ERP and business teams on customer setup, pricing, order entry, fulfillment status, billing, invoicing, credit, returns, adjustments, and cash-application-related requirements.• Support ERP modernization, implementation, migration, and rationalization initiatives by defining functional requirements and validating end-to-end process outcomes.• Coordinate resolution of system and integration issues that affect order flow, invoice accuracy, revenue visibility, or customer experience.5. Integration & Workflow Coordination• Define functional integration requirements and data handoffs across CRM, CPQ, ERP, customer portals, payment applications, marketing platforms, document repositories, and analytics solutions.• Partner with application, integration, data, and infrastructure teams to support reliable interfaces, exception handling, monitoring, and operational support.• Assist with API, batch, file-based, and workflow automation designs by documenting business rules, triggers, validations, and error-management needs.• Maintain process and system dependency documentation for critical OTC transactions.6. Customer, Product & Pricing Data Governance• Support governance for customer master records, account hierarchies, contacts, products, price structures, territories, sales organizations, payment terms, and related reference data.• Define data ownership, required fields, validation rules, duplicate prevention, quality controls, and issue-remediation processes.• Monitor data quality and partner with business data owners to resolve incomplete, inconsistent, or duplicated records across systems.• Ensure commercial data definitions remain aligned across CRM, CPQ, ERP, and reporting environments.7. Reporting, Controls & Business Insights• Partner with Data & Analytics teams to deliver dashboards and reporting for pipeline, quote activity, win/loss, bookings, backlog, order intake, billing, receivables visibility, forecast accuracy, customer performance, and system adoption.• Define common KPI calculations and business definitions for OTC reporting and operating reviews.• Support reconciliation, auditability, control evidence, and exception reporting across critical customer, pricing, order, and invoice processes.• Use data and root-cause analysis to recommend measurable process and system improvements.8. Testing, Change Management & User Enablement• Plan and coordinate functional testing, system integration testing, regression testing, and user acceptance testing for OTC enhancements and implementations.• Develop test scenarios that validate complete business processes and cross-system handoffs, not only individual application functions.• Create process documentation, job aids, release communications, and training materials for CRM, CPQ, ERP, and OTC workflows.• Provide business-facing support, triage issues, manage enhancement backlogs, and serve as a trusted advisor to functional stakeholders.
Required Qualifications• Bachelor's degree in Information Systems, Business Administration, Finance, Supply Chain, Computer Science, or a related field; equivalent relevant experience may be considered.• 5+ years of experience as a Business Systems Analyst, Functional Analyst, Sales Operations Analyst, Revenue Operations Analyst, or similar role supporting enterprise applications.• Working knowledge of end-to-end Order-to-Cash processes, including customer setup, opportunity, quoting, pricing, order management, fulfillment, invoicing, and receivables-related handoffs.• Experience supporting CRM, CPQ, ERP, order management, billing, or related commercial business systems.• Experience gathering business requirements and producing process maps, functional specifications, user stories, test cases, and standard operating procedures.• Experience coordinating system enhancements, integrations, testing, releases, training, and production support.• Strong analytical, problem-solving, facilitation, communication, prioritization, and stakeholder-management skills.• Ability to work effectively across Sales, Operations, Customer Service, Finance, and IT teams.