Business Systems Analyst

Business Analyst - In office/hybrid, 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.

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.