Join a dynamic IT Product Team as a Senior Business Analyst supporting customer experience initiatives and a range of business-critical applications. This role offers the opportunity to partner closely with business stakeholders, product managers, developers, and quality teams to shape solutions that improve processes, support users, and drive meaningful business outcomes.

Responsibilities

• Gather, document, and validate business and functional requirements by working directly with stakeholders and end users
• Translate business needs into clear user stories, acceptance criteria, data mappings, and test scenarios
• Create process flows and system data flows to help align product teams and stakeholders
• Analyze data to support requirement definition, evaluate impact, and inform decision-making
• Partner with QA and development teams to reproduce defects, investigate root causes, and document findings
• Support user acceptance testing by coordinating with internal users and confirming successful validation
• Create, coordinate, and manage IT change records within the change management platform
• Maintain knowledge of connected applications and dependencies to support analysis, troubleshooting, and impact assessment
• Triage incidents and support requests to determine business impact and help drive resolution
• Provide production support and help ensure systems operate in alignment with internal policies and standards
• Contribute to support for additional systems within the broader application environment
• Build knowledge of data privacy requirements and related processes
• Follow IT methodology, security standards, and established best practices
• Collaborate with cross-functional partners in a positive, team-oriented environment
• Support continuous improvement and explore opportunities to use AI tools to improve automation and efficiency

Skills

• 5+ years of business systems analysis experience
• Experience defining system scope, objectives, and requirements for assigned projects
• Strong communication skills, both written and verbal
• Excellent collaboration skills and experience working in Agile/Scrum environments
• Experience working with developers and quality engineers in a team setting
• Hands-on experience with requirements elicitation throughout the full lifecycle
• Experience supporting Incident Management, Change Management, and Request Management processes
• Strong SQL skills, including the ability to write complex queries to analyze data
• Experience with data analysis and data mapping
• Ability to create detailed system requirements, diagrams, and process documentation
• Ability to create procedures and help solve complex issues
• A proactive mindset with a willingness to move work forward and help drive solutions

Preferred Skills

• Experience with Customer Identity and Access Management solutions such as Okta
• Experience with cookie management tools such as OneTrust
• Familiarity with ServiceNow, Octopus, Terraform, SQL Server Management Studio, or Visual Studio Code
• Experience working in a product delivery model with objectives and key results and a strong customer-value focus
• Experience supporting ITSM change management and production support workflows

Horizontal is committed to building an inclusive workplace where diverse perspectives are valued, respected, and encouraged. We welcome applicants from all backgrounds and strive to create an environment where everyone can contribute, grow, and succeed.