Job Posting End Date
05-11-2026
Please note the job posting will close on the day before the posting end date.
Job Summary
The Tech Business Analyst Principal plays a key strategic and analytical role within the Customer Communications Technology team. Operating within both Waterfall and Agile frameworks, this position collaborates across Technology, business partners, product owners, and project teams to deliver consistent, reliable, and scalable technology solutions.
The role independently performs advanced business analysis for complex initiatives, translating business needs into actionable requirements and supporting strategic technology investments. This individual will work closely with engineering and product teams to support high-impact systems including customer alerting platforms, corporate web experiences, and the custom call center agent desktop application.
Job Description
What You'll Do:
Essential Job Functions & Tasks
About the Team
This position supports the team responsible for critical customer communications and engagement technologies, including:
Customer Alerting Systems: Outage notifications, billing alerts, and event-driven communications.
Corporate Web Properties: Design, build, enhancements, and support for multiple enterprise web sites.
Call Center Technologies: Support and development for the custom-built call center agent desktop platform used by internal customer service teams, and critical IVR technology projects, including the implementation, integration, and optimization of the enterprise IVR system.
Organize and lead analysis efforts to understand stakeholder business needs, define scope, and develop business cases.
Apply advanced business analysis techniques including use case modeling, process mapping, workflow analysis, and data modeling.
Lead requirements elicitation activities; produce comprehensive documentation.
Collaborate with product owners, engineering teams, and business partners to translate requirements into conceptual, logical, and physical models.
Demonstrate technical aptitude including querying data and understanding relational databases. Provide feedback on system and data designs.
Drive process improvement initiatives across alerting, web platforms, and agent desktop systems.
Mentor and guide other Business Analysts.
Support financial aspects of technology portfolio planning.
Build and maintain strong business relationships, act as a trusted advisor.
Contribute to IT portfoli