Job Title: Business Analyst
Location: Columbus, OH
Work Model: Hybrid — Tuesday through Thursday onsite, Monday and Friday remote
Local Candidates: Required
Rate: $57–$67/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

Position Overview

We are seeking an experienced Business Analyst to support a multi-year Customer Transformation program focused on modernizing the customer experience through changes to process, technology, digital channels, and ways of working. This role will partner with business leaders, subject matter experts, IT teams, and digital vendors to define future-state processes, validate business requirements, streamline workflows, and assess organizational impacts.

This specific opening is aligned to Customer Solutions, with a focus on Customer Experience and Insights, Products and Services, and Digital Channels, including web self-service, mobile applications, customer alerts, and chatbot capabilities. The Business Analyst will help design scalable, customer-centered solutions that improve self-service capabilities and support a best-in-class digital customer experience across customer-facing platforms.

The ideal candidate is analytical, collaborative, and comfortable working in fast-paced, complex program environments. This person should be passionate about improving customer experiences, comfortable working with new technology, and able to support stakeholder readiness, testing, adoption, and rollout activities with minimal direction.

Key Responsibilities

Customer Transformation & Digital Experience Support

• Support implementation of the Customer Transformation program’s product roadmap for omni-channel digital experiences, including web, mobile app, chatbot, alerts, and customer self-service capabilities.
• Partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define and validate business needs.
• Help design scalable, customer-centered solutions that improve digital engagement and operational effectiveness.
• Support modernization efforts that improve customer experience, employee enablement, and adoption of new tools and ways of working.
• Provide strategic insight and analysis to leadership and business partners related to innovative, reliable, and efficient customer experiences.

Business Requirements & Process Analysis

• Develop, document, and manage business requirements in collaboration with Customer Transformation partners and digital vendors.
• Translate business needs into clear requirements, process documentation, user stories, acceptance criteria, and project inputs.
• Analyze current-state and future-state processes to identify gaps, risks, dependencies, and improvement opportunities.
• Support workflow streamlining and process standardization across customer-facing digital capabilities.
• Ensure requirements reflect business objectives, customer needs, operational impacts, and technology constraints.

Digital Platform & Customer-Facing Solution Support

• Support customer-facing platforms, including websites, mobile applications, chatbot functionality, alerts programs, and related digital tools.
• Improve self-service customer capabilities across customer-facing websites and digital channels.
• Partner with digital vendors and technology teams to clarify requirements, validate functionality, and resolve issues.
• Help ensure digital solutions are intuitive, reliable, scalable, and aligned with customer experience goals.
• Support business readiness for digital enhancements, deployments, and new functionality.

Testing, UAT & Defect Management

• Develop user acceptance test scenarios and test scripts to validate that digital solutions meet business requirements and customer needs.
• Execute UAT activities for web, mobile, chatbot, alert, and customer-facing digital enhancements.
• Identify, document, track, and support resolution of defects.
• Coordinate and execute website and digital platform testing during and after deployments.
• Validate that delivered functionality aligns with approved requirements, acceptance criteria, and expected customer outcomes.
• Support readiness for testing, adoption, rollout, and post-deployment stabilization.

Stakeholder Engagement & Communication

• Collaborate with business stakeholders, SMEs, IT, vendors, and project teams to drive alignment and maintain progress.
• Facilitate working sessions, requirements discussions, testing reviews, and stakeholder meetings.
• Communicate complex technical and digital concepts clearly to both technical and non-technical audiences.
• Prepare clear documentation, meeting materials, decision logs, action trackers, and stakeholder updates.
• Support effective meetings and drive timely decisions in ambiguous or fast-moving project environments.

Change Readiness & Adoption Support

• Assess organizational impacts tied to new processes, digital capabilities, and customer-facing technology changes.
• Support stakeholder engagement, readiness planning, adoption activities, and rollout preparation.
• Partner with project and change management teams to help users understand new tools, processes, and expectations.
• Identify adoption risks, training needs, communication gaps, and readiness concerns.
• Support continuous improvement by challenging current ways of working and recommending more effective approaches.

Day-to-Day Responsibilities

• Gather, document, and validate business requirements for customer-facing digital solutions.
• Work with business leaders, SMEs, IT teams, and vendors to support web, mobile app, chatbot, and customer self-service enhancements.
• Document current-state and future-state processes, workflows, business rules, and acceptance criteria.
• Create and execute UAT test scripts for digital platform changes.
• Track defects, issues, risks, decisions, dependencies, and action items.
• Coordinate website and digital platform testing during and after deployments.
• Support stakeholder meetings, requirements sessions, project updates, and readiness discussions.
• Prepare PowerPoint, Excel, Visio, and Word documentation to support analysis, communication, and project delivery.
• Provide recommendations that improve customer experience, process efficiency, and digital adoption.

Required Qualifications

• Demonstrated ability to understand and discuss technical concepts and digital operations.
• Experience supporting customer-facing digital platforms, including websites, chatbots, alerts programs, mobile applications, or related digital customer solutions.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work with cross-functional teams in a fast-paced, complex project environment.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
• Experience developing business requirements, process documentation, test scenarios, user acceptance test scripts, or related business analysis deliverables.
• Ability to support testing, identify and document defects, and validate that solutions meet business requirements and customer needs.
• Ability to work independently with minimal direction, take initiative, and manage changing priorities.
• Willingness to travel as needed to support program needs.
• Ability to work onsite Tuesday through Thursday in Columbus, OH.

Preferred Qualifications

• Passion for improving customer experiences through digital technology.
• Experience managing or supporting customer-facing software solutions.
• Project management experience.
• Experience with utility, energy, or regulated industry environments.
• Experience supporting customer transformation, digital transformation, customer experience, or product roadmap initiatives.
• Experience with web self-service, mobile applications, chatbots, customer alerts, digital channels, or omni-channel customer platforms.
• Experience supporting stakeholder readiness, adoption, rollout, and post-deployment stabilization.

Core Competencies

• Business Analysis
• Customer Transformation
• Digital Customer Experience
• Requirements Management
• Process Analysis
• Future-State Process Design
• Web Self-Service
• Mobile Applications
• Chatbot Capabilities
• Customer Alerts
• User Acceptance Testing
• Test Scenario Development
• Defect Documentation
• Stakeholder Engagement
• Change Readiness
• Project Coordination
• Communication
• Continuous Improvement

Leadership & Behavioral Competencies

• Confidence: Displays strong belief in self and team abilities.
• Strategic Thinking: Anticipates future trends, assesses complex situations, and applies relevant best practices to influence decisions and direction.
• Continuous Improvement: Challenges existing ways of working and identifies better approaches that drive standardization across the enterprise.
• Inspiration: Sets a positive and clear vision that motivates others and supports a transformation mindset.
• Resilience / Grit: Sustains positive energy under pressure and responds productively to disruptive change.
• Decision Making: Makes and communicates clear, timely decisions, even amid ambiguity or uncertainty.
• Accountability / Results Focus: Keeps commitments, drives outcomes, and acts with urgency.
• Communication: Delivers succinct communications and facilitates effective meetings.
• Team Development: Builds and sustains collaboration, feedback, and continuous improvement across team environments.

Ideal Candidate Profile

The ideal candidate is a proactive Business Analyst with strong digital customer platform experience and a passion for improving customer experience. They should be comfortable working across business, IT, vendor, and project teams to define requirements, validate solutions, support testing, document defects, and help deliver modern customer-facing digital capabilities. Experience with websites, mobile applications, chatbots, customer alerts, digital transformation, UAT, utility environments, and fast-paced transformation programs would be especially valuable.

JOB CODE: 4372