IT Business Analyst III - Application Support

Job Description

Job Description

Description

The IT Business Analyst III – Application Support is the link between the people who run Trinidad Benham's business and the team that builds the software they depend on. This role owns complex areas of our ERP and business applications from end to end: working with operations, finance, and supply chain teams to understand how the work actually gets done, designing solutions that fit, writing the requirements engineers build from, and validating the result before it reaches production. The role also provides day-to-day support for those same applications. That means seeing the same problems users report and being in a position to fix the cause rather than the symptom and the patterns that surface in support are what drive the next round of improvements. Time is divided roughly 75% business analysis and 25% application support. This is not an order-taking role. When a request does not solve the underlying problem, the Business Analyst III is expected to say so, weigh the tradeoffs, and recommend a better approach. The role works independently on complex assignments, coaches newer analysts, and helps shape how business analysis is practiced across the team. Trinidad Benham is employee-owned, so the improvements this role delivers are improvements to a company its employees hold a stake in.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Business Analysis

• Develop comprehensive knowledge of assigned business processes, operational workflows, and related ERP and application functionality.
• Independently lead business stakeholders through discovery of complex business needs, operational challenges, and improvement opportunities.
• Develop and recommend sound solution options—including application workflows, functionality, and user interface designs—that address complex business requirements and consider alternatives, tradeoffs, dependencies, and downstream impacts.
• Lead requirements gathering workshops and business discussions involving multiple stakeholders, processes, or functional areas.
• Analyze complex and cross-functional business problems and identify impacts across related processes and application domains.
• Identify opportunities to simplify, standardize, or redesign assigned business processes rather than replicating existing processes within new technology.
• Anticipate dependencies, risks, and unintended consequences of proposed business or application changes and recommend appropriate solutions.
• Resolve complex business problems independently, referring only the most complex or highest-risk issues to more senior Business Analysts or management.

Requirements Development

• Independently translate complex business objectives into detailed functional requirements.
• Write clear and complete user stories with well-defined acceptance criteria for complex functionality.
• Develop process flows, workflow diagrams, wireframes, use cases, and supporting documentation.
• Lead functional solution design for assigned features and business processes.
• Ensure requirements are complete, testable, technically understandable, and aligned with broader business processes and product objectives.
• Identify and resolve requirement gaps, conflicting requirements, and cross-functional dependencies before development begins.
• Work with stakeholders and technical teams to evaluate alternative solutions and build alignment around recommended approaches.
• Maintain product documentation throughout the software lifecycle.

Product Delivery Support

• Serve as the primary Business Analyst for complex features, business processes, or functional areas from discovery through implementation.
• Work closely with Software Engineers throughout development to answer functional questions, clarify requirements, and resolve complex functional issues.
• Provide functional guidance when development decisions require interpretation of business requirements, processes, or intended system behavior.
• Review completed functionality to verify it satisfies business requirements and the intended solution design.
• Identify requirement or solution gaps and recommend refinements as needed.
• Partner with Product Managers and/or Product Owners during backlog refinement to evaluate priorities, dependencies, risks, and business value.
• Coordinate with UX/UI, QA, other Business Analysts, and technical teams when functionality spans multiple application or business areas.
• Support production implementation and post-implementation validation of complex functionality.
• Assist in identifying implementation risks, business readiness considerations, and dependencies that could affect successful delivery.
• Communicate upcoming process and system changes to affected business users and support organizational change management for assigned functionality.
• Partner with business stakeholders to identify training needs and verify that documentation, job aids, and training materials accurately reflect delivered functionality.
• Monitor business adoption following implementation and identify where additional training, documentation, or functional changes are needed.

Functional Testing

• Develop comprehensive functional test scenarios and detailed test scripts for complex features and business processes.
• Ensure testing addresses end-to-end business processes, integration points, exceptions, and downstream impacts where applicable.
• Execute functional testing against completed software.
• Validate that software performs according to documented business requirements and intended business outcomes.
• Identify, document, analyze, and appropriately prioritize software defects.
• Work with Software Engineers and QA to investigate complex defects, clarify expected behavior, and validate solutions.
• Lead and coordinate User Acceptance Testing (UAT) with business stakeholders for assigned functionality.
• Maintain reusable test cases that support future automated testing initiatives.
• Identify gaps in test coverage and recommend improvements based on business process risk, system dependencies, and prior defects.

Reporting & Business Intelligence

• Collaborate with report developers to define reporting and analytics requirements for assigned business processes.
• Identify reporting, data, and analytics needs during requirements development rather than after implementation.
• Validate reporting accuracy, calculations, and data integrity against documented business rules.
• Apply consistent reporting standards and data definitions across assigned application areas.

Application Support & Service Desk

• Resolve complex application and system issues for assigned business areas, referring only the most complex issues to more senior staff.
• Coordinate investigations to resolve information system issues, conducting research to understand, explain, and resolve technology problems.
• Communicate status and updates to users who have been or may be affected by an application problem, and follow up after resolution to confirm the issue is fully resolved.
• Use help desk tracking software to manage assigned requests and ensure response times are quick and effective in resolving user requests.
• Coordinate referrals to technical, professional, or vendor personnel depending on the repair, training, service, or software issue.
• Support onboarding procedures for new users of assigned applications, including access requests and initial orientation.
• Analyze support ticket trends to identify underlying process gaps, training needs, or application defects, and recommend improvements.
• Develop and maintain user-facing documentation, knowledge base articles, and job aids for assigned applications.

Business Analyst Leadership & Collaboration

• Serve as a resource to less experienced Business Analysts on requirements development, solution design, stakeholder facilitation, and functional testing.
• Coach and mentor less experienced Business Analysts and share business, application, and Business Analysis knowledge across the team.
• Review requirements, user stories, solution recommendations, and test approaches developed by less experienced Business Analysts when requested, and provide constructive feedback.
• Facilitate alignment when requirements or priorities cross multiple business functions or application domains.
• May act as a functional lead on assigned projects or initiatives.

Continuous Improvement

• Monitor user feedback and business outcomes following implementation and recommend appropriate enhancements.
• Identify opportunities to improve assigned business processes, application functionality, and user experience.
• Partner with Product Managers and/or Product Owners on backlog refinement and prioritization.
• Contribute to improvements in Business Analysis processes, documentation, requirements quality, solution design, and testing practices.
• Maintain comprehensive knowledge of assigned ERP and other applicable application functionality and emerging business technologies.
• Evaluate opportunities to use technology to simplify or automate assigned business processes.
• Utilize AI-assisted development and support tools responsibly to speed up and improve work product while maintaining accountability for solution quality and business outcomes.
• Perform other duties as assigned.

Skills, Knowledge and Expertise

Required education and experience

• Bachelor's degree in Business, Information Systems, Computer Science, Engineering, or related field, or equivalent experience.
• Four to six (4–6) years of progressive experience in business analysis or a closely related role. Experience ranges are guidelines; placement is based on demonstrated competency, scope of work, and impact.
• Comprehensive knowledge of SQL and relational databases, including the ability to independently query and analyze data to support analysis and validate solution behavior.
• Comprehensive understanding of business process analysis and requirements development techniques.
• Demonstrated ability to independently lead complex business analysis assignments involving multiple processes, stakeholders, or functional areas.
• Demonstrated ability to develop and recommend sound solutions to complex business requirements, including evaluating alternatives, tradeoffs, dependencies, risks, and downstream impacts.
• Experience taking one or more significant implementations from requirements through production deployment and stabilization.
• Experience writing complex functional requirements, user stories, and acceptance criteria.
• Experience creating workflow diagrams, process maps, wireframes, use cases, and functional documentation.
• Experience facilitating complex requirements and solution-design discussions with business and technical stakeholders.
• Experience developing and executing comprehensive functional test scenarios and detailed test scripts.
• Experience coordinating User Acceptance Testing with business stakeholders.
• Demonstrated ability to identify cross-functional impacts and dependencies associated with business and application changes.
• Strong written and verbal communication skills, including the ability to communicate complex concepts to both business and technical audiences.
• Excellent analytical, problem-solving, facilitation, and decision-making abilities.
• Strong organizational and time management skills.
• Ability to independently manage multiple priorities and complex assignments.
• Ability to coach less experienced Business Analysts and share knowledge across the team.
• Ability to build effective working relationships with business stakeholders and technical teams.
• Experience providing application or end-user support in a business or IT service environment.
• Experience using a help desk or IT service management platform to manage and track user requests.
• Strong troubleshooting skills, including the ability to diagnose issues spanning business process, data, and application behavior.
• Ability to explain technical information clearly to non-technical users.

Preferred Qualifications

• Significant experience with ERP systems.
• Experience in manufacturing, supply chain, finance, inventory, sales, or operations.
• Experience gained across multiple industries, enterprise applications, or ERP platforms, with demonstrated ability to apply that experience to new business domains.
• Experience working across multiple integrated business processes or ERP functional areas.
• Experience with Agile software development methodologies.
• Experience creating wireframes or UI mockups using tools such as Figma, Balsamiq, Miro, Visio, or similar.
• Experience leading User Acceptance Testing and supporting automated testing initiatives.
• Experience using Azure DevOps, Jira, or similar Agile management platforms.
• Experience mentoring or providing functional leadership to other Business Analysts.
• Experience with Freshservice, ServiceNow, Jira Service Management, or similar IT service management platforms.
• Experience developing knowledge base articles, user documentation, or training materials.
• Experience analyzing support ticket trends to drive product or process improvements.

Benefits

• Employee-owned
• Advancement Opportunities
• Insurance coverage that includes medical, dental, vision and life insurance and flexible spending accounts
• 401(k) with employer match
• Paid holidays and competitive vacation/sick pay plans
• Tuition assistance program 
• Employee stock ownership program (ESOP)