Senior Business System Analyst

🔥 9 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hotwire Communications Ltd

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2002

🏨 Hospitality

📦 Logistics

🏗️ Construction

Hospitality • Logistics • Construction

Hotwire Communications Ltd is a fiber‑optic telecommunications company operating under the Fision brand that builds and operates 100% fiber networks to deliver high‑speed, symmetrical gigabit internet to residential communities and business customers. The company provides bundled connectivity services — including managed Wi‑Fi, TV, digital phone, security, and home automation — for single‑family homes, multifamily and HOAs, hospitality, student housing, senior living, and other enterprise customers across multiple U. S. states. Hotwire emphasizes concierge‑level customer service, scalable network infrastructure, and enterprise-grade solutions for community-wide deployments.

📋 Description

• Serve as Product Owner and senior business analyst for Hotwire’s Salesforce platform ecosystem • Own the platform roadmap, backlog, and release calendar • Transform strategic ideas into designs, epics, and implementable user stories • Write and refine user stories, acceptance criteria, and definitions of done with development and QA teams • Define project scope, requirements, and objectives across the Salesforce ecosystem • Coordinate internal resources and third-party vendors, including Salesforce implementation and AppExchange partners • Facilitate workshops translating high-level initiatives into design criteria • Diagram and redesign cross-functional customer journeys and business processes spanning lead-to-order, service delivery, and customer care • Author business and functional requirements, user stories, and integration specifications • Design integration and process improvements between Salesforce, billing, dispatch/field service management, workforce management, and adjacent enterprise systems • Define test-plan criteria and execute or oversee UAT/SIT before releases • Identify friction points, automation opportunities, and AI-enabled enhancements across self-service, contact center, and field service touchpoints • Own functional documentation, configuration standards, and platform governance • Monitor project progress and platform health, resolve problems, publish progress reports, and advocate action using CX and platform adoption metrics • Partner with Hotwire peers to streamline processes and drive end-to-end improvements • Perform other duties as assigned by the supervisor

🎯 Requirements

• Bachelor’s degree in business, design, information technology, or a related field • Minimum of five (5) years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions • Hands-on experience administering or configuring the Salesforce platform, including Sales Cloud, Service Cloud, Communications Cloud/Velocity, and CPQ • Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis • Knowledge of quality management technique and process improvement (Six Sigma), including statistical analysis and qualitative interviewing • Experience designing Journey Maps or other depictions of customer experience diagrams and documentation • Experience designing processes implemented as software-enabled solutions, such as customer-facing web experiences or internal employee toolsets/workflows • Knowledge of cable and telecommunications products and services • Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook • Must embrace company principles and demonstrate understanding of concierge culture

🏖️ Benefits

• Full-time remote work arrangement • Equal employment opportunity protections