Description:

Business Analyst - In office, Tampa FL

Position Summary

The Business Systems Analyst (BSA) serves as the primary owner and subject-matter expert for the company’s core business systems, partnering with stakeholders across the organization to translate business needs into practical, well-configured solutions. Operating in a multi-entity field services environment, the BSA maximizes productivity, data integrity, and communication by maintaining, configuring, and continuously improving the platforms that run the business.

Essential Functions

Works directly with stakeholders to understand business needs and translates them into clear technical requirements for the IT/development team.
Acts as subject-matter expert across the company’s core business systems, including Zoho (CRM), PestPac and Pool Brain (field service management), Sage (ERP/finance), and the company’s telephony and communications platforms (RingCentral and Zoom). Maintains and configures these tools at an admin, non-developer level.
Manages and validates data flows and integrations between platforms (e.g., ensuring field service jobs flow correctly into billing/finance), and reconciles data integrity across systems.
Supports reporting and analytics needs by gathering requirements, building or validating reports, and partnering with the data/BI team.
Manages user access and licensing across multiple entities, including provisioning, deprovisioning, and optimizing licenses.
Supports onboarding of newly acquired companies and entities onto standard systems and processes, including user setup and workflow alignment.
Recommends enhancements or new tools when current systems no longer meet business needs.
Onboards and trains new users on internal systems.
Creates and maintains documentation (how-to guides, process flows, standard operating procedures, etc.).
Answers user questions, resolves issues, and provides ongoing internal support.
Acts as the primary point of contact and liaison between the company and platform vendors, tracking all submitted enhancements and troubleshooting tickets through to resolution.
Provides training and operational procedures across the organization to increase efficiency and productivity.
Ensures delivered solutions align with actual workflows.
Maps out business processes and identifies opportunities for efficiency and automation.
Helps streamline workflows through automation, integrations, and tool improvements.
Collaborates with teams including Operations, HR, Finance, and IT, as well as external vendors.
Keeps communication flowing between non-technical users and technical implementers.
Creates and presents reports to stakeholders to support recommendations.
Oversees implementation projects from initiation through completion.
Performs other related duties as assigned.

Requirements:

Education, Licensure, and Experience Requirements

Bachelor’s degree in business, information technology, project management, or a related field, or equivalent practical experience.
3+ years of experience in a systems analyst, business analyst, or systems project management role, required.
Experience supporting multiple business systems concurrently, required.
Hands-on experience with field service management software (PestPac, Pool Brain, ServiceTitan, or comparable), CRM (Zoho or similar), and/or ERP (Sage or similar) strongly preferred.
Experience supporting a multi-entity, multi-brand, or acquisitive organization is a plus.

Competencies / Skills

Strongly developed problem-solving and analytical skills.
Excellent written and verbal communication skills, with the ability to bridge non-technical users and technical implementers.
Data literacy: Office 365 suite, proficient in Excel (pivot tables, lookups).
Functional understanding of integration and API concepts and how data moves between systems.
Proficiency with process-mapping tools (e.g., Visio, Lucidchart).
Vendor and SLA management.
Technical capability to effectively troubleshoot, upgrade, and implement business applications.
Strong organizational and time-management skills, with the ability to manage multiple priorities and projects simultaneously.

Certus Pest Inc

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Business Systems Analyst