| Location | Columbus, OH |
| Salary | $80–$90 Per Hour |
Location: Columbus, OH
Work Model: Remote with travel once a month (approximately 3 days onsite every 3 weeks)
Rate: $80–$90/hour
Contract Term: August 24, 2026 – August 23, 2027
Possibility of Extension: Yes
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available
We are seeking an experienced Senior Business Analyst - CIS Customer Transformation to support a multi-year Customer Transformation program focused on modernizing core customer operations, customer information systems, business processes, and technology capabilities.
This role will support the Customer Information System workstream, which serves as a central system of record for customer data, billing, rates, payment programs, customer account information, and related business processes. The Senior Business Analyst will partner with business leaders, subject matter experts, IT teams, vendors, and cross-functional stakeholders to define future-state processes, validate requirements, support solution design, and ensure the program delivers scalable, customer-centered outcomes.
The ideal candidate brings strong experience supporting complex enterprise transformation programs, preferably within utilities or energy. This person should understand how customer information systems connect across the business, including billing, finance, rates, customer programs, operations, and downstream integrations. SAP experience is a major plus.
Support Customer Transformation initiatives related to core customer information systems, customer account data, billing, rates, payment programs, and customer operations.
Partner with business and IT stakeholders to understand current-state CIS processes, data flows, pain points, and business requirements.
Help define future-state processes and solution needs that support improved customer experience, operational efficiency, and employee enablement.
Assess how CIS changes impact upstream and downstream business areas, including finance, billing, rates, customer operations, digital channels, reporting, and integrated systems.
Support scalable solution design that aligns with business needs, customer requirements, and program objectives.
Lead requirements gathering, analysis, documentation, and validation across complex CIS and customer operations workstreams.
Translate business needs into clear business requirements, functional requirements, process flows, user stories, acceptance criteria, and testable outcomes.
Facilitate workshops and working sessions with business leaders, SMEs, IT teams, vendors, and program stakeholders.
Analyze current-state and future-state workflows to identify gaps, dependencies, risks, and process improvement opportunities.
Ensure requirements reflect customer impacts, operational needs, data considerations, system constraints, regulatory considerations, and integration dependencies.
Work across multiple program teams and business functions to understand how CIS functionality supports broader customer transformation goals.
Collaborate with stakeholders in billing, rates, payment programs, customer operations, finance, technology, reporting, and related business areas.
Coordinate with IT and vendor teams to clarify requirements, validate solution design, and resolve open questions.
Support alignment across business, technical, and vendor stakeholders in a fast-paced, complex program environment.
Communicate technical and business concepts clearly to both technical and non-technical audiences.
Develop or support test scenarios and user acceptance testing activities tied to CIS processes, billing functionality, rate logic, payment programs, customer data, and related integrations.
Support validation that delivered solutions meet approved business requirements and customer needs.
Identify, document, track, and help resolve defects, gaps, or requirement mismatches.
Partner with business SMEs and technology teams to confirm expected functionality, data accuracy, process outcomes, and readiness for rollout.
Support testing preparation, execution, defect triage, and post-deployment stabilization activities.
Assess business and organizational impacts tied to CIS process changes, system changes, and new ways of working.
Support stakeholder readiness, process adoption, communications, and training input where needed.
Identify adoption risks, process gaps, and operational readiness concerns.
Help ensure business users understand future-state processes, system impacts, data responsibilities, and operational changes.
Support rollout planning and stabilization activities across impacted user groups.
Prepare clear documentation, including process flows, requirement documents, decision logs, issue trackers, action plans, stakeholder materials, and leadership updates.
Analyze complex challenges and develop practical recommendations for business and technology stakeholders.
Support decision-making by identifying options, risks, impacts, dependencies, and tradeoffs.
Maintain organized documentation that supports program delivery, traceability, testing, and long-term operational sustainability.
Provide recommendations that improve customer experience, process efficiency, system usability, and business outcomes.
Gather, document, and validate requirements for CIS-related processes and capabilities.
Facilitate working sessions with business SMEs, IT teams, vendors, and program stakeholders.
Document current-state and future-state workflows, business rules, data needs, and system impacts.
Analyze billing, rate, payment program, customer account, and operational process requirements.
Support test scenario development, UAT execution, defect documentation, and solution validation.
Coordinate with technical teams and vendors to clarify requirements and resolve open issues.
Track risks, dependencies, decisions, actions, and requirement changes.
Prepare stakeholder updates, process documentation, PowerPoint materials, and analysis summaries.
Support readiness, adoption, and rollout activities for impacted business teams.
7+ years of business analysis, business systems analysis, process analysis, or related transformation experience.
Experience supporting complex enterprise transformation programs involving business process, technology, data, and stakeholder impacts.
Experience working with customer information systems, customer operations platforms, billing systems, rates, payment programs, or similar enterprise customer/account systems.
Strong ability to gather, document, validate, and manage business and functional requirements.
Strong process mapping and future-state process design experience.
Ability to understand and discuss technical concepts, system integrations, data flows, and operational impacts.
Experience supporting testing, UAT, defect documentation, and solution validation.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to work with cross-functional teams in a fast-paced, complex program environment.
Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
Ability to work independently with minimal direction, take initiative, and manage changing priorities.
Willingness to travel as needed to support program needs.
Utilities or energy industry experience.
SAP experience, especially in customer, billing, finance, rates, or utility-related environments.
Experience supporting CIS modernization, customer transformation, meter-to-cash, billing, rates, payment programs, customer account management, or customer operations initiatives.
Experience working with vendors and system implementation partners.
Experience supporting regulatory, billing, rate, or tariff-related requirements in a utility environment.
Experience with Agile delivery, Jira, user stories, backlog refinement, sprint planning, or iterative delivery models.
Experience supporting stakeholder readiness, adoption, training input, rollout, and post-deployment stabilization.
Business Analysis
Customer Information Systems
Customer Transformation
Requirements Management
Process Analysis
Future-State Process Design
Billing & Rates
Payment Programs
Customer Account Data
SAP
System Integration
User Acceptance Testing
Defect Documentation
Stakeholder Engagement
Cross-Functional Collaboration
Change Readiness
Utility Operations
Communication
Continuous Improvement
The ideal candidate is a senior, proactive Business Analyst with strong experience supporting complex customer operations or customer information system transformation work. They should understand how a core customer system connects to billing, rates, payment programs, customer data, finance, operations, reporting, and other business areas. This person should be able to lead requirements discussions, document future-state processes, support testing and adoption, and work effectively with business, IT, vendor, and program stakeholders. SAP and utilities experience would be especially valuable.