Business Analyst - SAP/Salesforce

Customer Transformation Business Analyst - Digital Channels Location: Columbus, OH (Hybrid - Onsite Tuesday through Thursday; Remote Monday and Friday) Position Type: Long-Term Contract Position Summary We are seeking a Customer Transformation Business Analyst to support a multi-year modernization of customer processes, technology, and ways of working. The role focuses on Customer Experience and Insights, Products and Services, and digital channels including web self-service, mobile applications, and chatbot capabilities. You will partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define future-state processes, translate requirements, assess impacts, test solutions, and verify that releases meet business requirements and customer needs. Responsibilities Facilitate the Customer Transformation roadmap for web self-service, mobile application, and chatbot experiences. Develop and manage business requirements and project plans with service integration partners and digital vendors. Lead discovery and future-state process design with business leaders, SMEs, IT teams, and vendors. Validate requirements, streamline customer and employee workflows, and assess process, technology, data, and organizational impacts. Improve reliable and efficient self-service capabilities across customer-facing digital channels. Support data cleansing, data conversion, and address validation activities that affect customer records and transactions. Write user acceptance test scenarios and scripts that trace to approved business requirements. Execute UAT, capture evidence, identify and document defects, support triage and retesting, and validate release readiness. Coordinate website testing during and after deployment of enhancements. Required Qualifications Hands-on experience with data cleansing or conversion and address validation. SAP S/4HANA product experience and Salesforce product or platform experience. Payments product and payment-process experience, including FICA or related accounting knowledge. Experience managing or delivering customer-facing digital platforms such as websites, mobile applications, chatbots, or alert programs. Ability to discuss technical concepts and digital operations and apply strong analytical, troubleshooting, and problem-solving skills. Experience working with cross-functional teams in a fast-paced environment, supported by clear written, verbal, and meeting communication. Proficiency with Microsoft Excel, Word, Visio, and PowerPoint. Ability to work with minimal direction, embrace change, and travel as needed. Ability to work onsite in Columbus Tuesday, Wednesday, and Thursday. Preferred Qualifications A demonstrated interest in improving customer experiences through digital technology. Experience managing customer-facing software solutions. Project-management experience. Energy or utilities industry experience.

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