Business Systems Analyst

Business Systems Analyst Position Overview

The Operations Systems Specialist is responsible for the day-to-day support, training, and administration of the company's core business platforms—with primary focus on the custom web-based operational application (SQL Server backend, maintained by an external development partner). This role partners closely with the Director of IT, the external development partner, the MSP, and stakeholders across Finance, Operations, and other departments—particularly during the high-tempo demands of snow season.

Operations Systems Specialist Responsibilities

• Serve as the primary point of contact, subject matter expert, and trainer for the custom operational application.
• Act as the business-side owner of the custom application; translate requirements for the external development partner and manage the enhancement backlog with the Director of IT.
• Deliver new-hire onboarding, pre-snow-season refresher training, and just-in-time enablement for new releases.
• Build and maintain training materials, dashboards, reports, and system documentation.
• Provide secondary support and supplemental training for Sage Intacct, RingCentral RingEX, and MaintainX.
• Administer Sage Intacct in partnership with Finance (users, roles, dimensions, reports).
• Manage users, licenses, call routing, and phone/extension provisioning in RingCentral RingEX.
• Manage users, roles, and basic configuration in MaintainX.
• Prepare and manage vendor contracts in Salesforce; track status and renewals with Finance and Operations.
• Manage user accounts and permissions across all platforms; handle onboarding and offboarding.
• Deploy company computers via Microsoft Autopilot and mobile devices via Samsung Knox; handle distribution, setup, and inventory.
• Monitor the ConnectWise Automate ticket queue; resolve internal tickets and coordinate escalations with the MSP.
• Submit, track, and validate tickets with the external development partner for defects, enhancements, and data requests.
• Coordinate UAT and rollout of system updates; identify opportunities to streamline workflows and improve data quality.
• Provide proactive support during snow season and active snow events, including after-hours and weekend coverage.
• Other duties needed to help drive our vision, fulfill our mission and abide by our organizational values.

Operations Systems Specialist Qualifications

• Bachelor's degree in Information Systems, Business, Operations, or related field preferred (or equivalent experience).
• 3+ years supporting end users on business applications, ideally including a custom line-of-business application.
• Experience designing and delivering training to adult learners, in-person and virtual.
• Sage Intacct (or comparable ERP) experience preferred; RingEX, MaintainX, Salesforce, or basic SQL a plus.
• Working knowledge of Microsoft Autopilot and Samsung Knox (or comparable MDM); no certification required.
• Familiarity with ticketing systems (ConnectWise Automate, ServiceNow, Jira, Zendesk); proficient in Microsoft 365.
• Demonstrated ability to become the subject matter expert on a complex business application.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent written and verbal communication; clear documentation and confident group presentation.
• Cross-functional experience with Finance, Operations, IT, and other business stakeholders.
• Strong organizational skills with the ability to manage multiple priorities.
• Strong customer-service orientation, with patience, empathy, and a genuine desire to help others succeed.
• Ability to travel moderately during snow season and provide after-hours support during snow events.

Outworx Group and its family of companies is an EEO/AA Employer. All qualified individuals, including minorities, females, veterans, and individuals with disabilities, are encouraged to apply. 

This organization participates in E-Verify. For more information on E-Verify, please contact DHS at 888-897-7781 or www.dhs.go/E-Verify

Company Benefits

We offer our benefits eligible associates a comprehensive benefits package that includes medical, dental & vision insurance, a 401k plan with company match, basic life insurance, disability & accidental death, short- and long-term disability, along with additional voluntary products. We also offer accrued paid or sick time off to eligible associates in accordance with Federal, State and local legislation.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, seasonal or casual. Benefits eligibility is determined by local and federal legislation including, but not exclusively, ACA & ERISA guidelines.