Business Analyst I

Posted Wednesday, August 19, 2026 at 6:00 AM At VertexOne , helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day. Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities , or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance. VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture. Overview of Role/Job Purpose: VertexOne is seeking a motivated and detail-oriented Business Analyst I to join the Digital Client Operations team. This role serves as a key bridge between Client Success, Product, Engineering, and Client Operations by investigating complex client issues, analyzing business processes, supporting solution development, and validating system enhancements. The Business Analyst I is responsible for performing root cause analysis, documenting business requirements, supporting testing efforts, and assisting with the resolution of operational and client-impacting issues. This individual will work closely with Support Analysts, Client Success Managers, Product Managers, and Development teams to ensure client needs are translated into effective solutions while maintaining a high level of service excellence. Based on the Digital Client Operations model, the Business Analyst functions as the escalation point for complex issues and helps convert client challenges into sustainable solutions. Essential Duties & Responsibilities Complex Issue Investigation & Analysis Analyze client-reported issues escalated from Support Analysts. Perform root cause analysis on system, configuration, integration, and process-related issues. Reproduce issues in lower environments and document findings. Identify trends and recurring problems to improve product performance and operational efficiency. Partner with internal teams to determine the impact and severity of issues. Requirements Gathering & Solution Design Gather and document business and functional requirements. Assist in developing change requests, enhancement requests, and user stories. Translate technical concepts into business-friendly language. Recommend process improvements and solution alternatives. Support backlog refinement and prioritization activities. Product & Engineering Collaboration Serve as a liaison between business stakeholders and technical teams. Collaborate with Product Management and Engineering on defect resolution and enhancement initiatives. Provide detailed issue documentation that supports development efforts. Participate in sprint planning, requirement reviews, and project discussions. Testing & Quality Assurance Develop and execute test cases and test scenarios. Participate in User Acceptance Testing (UAT), regression testing, and release validation activities. Validate system enhancements and defect corrections prior to deployment. Document testing results and communicate findings to project stakeholders. Client & Cross-Functional Support Participate in client meetings related to escalated issues and solution reviews. Assist Client Success Managers in evaluating client requests and operational impacts. Communicate issue status, findings, and recommendations to stakeholders. Support deployment, implementation, and client onboarding activities as needed. Documentation & Knowledge Management Create and maintain business process documentation. Document root cause analyses, solution recommendations, and testing results. Contribute to knowledge base articles and operational procedures. Ensure critical operational knowledge is captured and shared across teams. Continuous Improvement Identify opportunities to automate manual processes and improve operational efficiency. Recommend enhancements to workflows, support processes, and client experiences. Participate in operational improvement initiatives and cross-functional projects. Required Qualifications Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field preferred, or equivalent work experience in a SaaS environment. At least 3 years of experience in Business Analysis, Client Operations, SaaS software support, implementation, or related roles. Strong analytical and problem-solving skills. Ability to document requirements clearly and accurately. Experience working with Microsoft Office Suite, including Excel and PowerPoint. Excellent written and verbal communication skills. Strong organizational skills and attention to detail. Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications Experience in SaaS, utility technology, customer engagement, billing, payments, or digital customer solutions. Familiarity with Jira, Azure DevOps, Salesforce, or similar work management platforms. Experience creating user stories, process flows, and business requirements documentation. Exposure to software testing, UAT, or release management activities. Understanding of APIs, integrations, and data analysis concepts. Knowledge of Agile or Scrum methodologies. What VertexOne has to offer: Comprehensive medical, dental, vision, disability, life insurance Health Savings Account (HSA), Flexible Spending Account (FSAs) 401K match Flexible PTO Employee recognition platform with monetary rewards 100% Remote work environment Initial work from home stipend Leadership/Coaching training programs Free access to Bizlibrary for unlimited professional development Employee Assistance Program (EAP) with counseling sessions available 24/7 Health and wellbeing programs Paid parental leave Employee bonus referral program Employee Discount Program About VertexOne: VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net . Equal Opportunity Employer: VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.