Account Management Business Analyst

Job Title: Account Management Business Analyst Duration: Long Term Location: Middletown, PA/Occasionally Onsite Note: • • Currently remote but can change to hybrid. • • • • • This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA • • Job Description: Duties Lead the collection, analysis, and documentation of business requirements for the new customer account application. Translate agency goals into clear functional requirements, user stories, workflows, and acceptance criteria. Collaborate with stakeholders to define desired customer experience, including onboarding, payments, account updates, communication preferences, and self-service options. Map current-state processes and help design future-state processes enabled by the new application. Partner with IT, vendors, UX/UI teams, and program managers during solution design, configuration, and testing. Support system testing activities including test planning, test case creation, and issue tracking. Assist with change management efforts, including training materials, release notes, and stakeholder communications. Identify risks, dependencies, and gaps throughout the development lifecycle and recommend solutions. Prepare documentation, reports, and presentations for leadership and project governance groups. Required/Desired Skillset Bachelor's degree in Business, Information Systems, Data Analytics, or a related field. 3 or more years of experience as a Business Analyst, preferably on digital product or customer application projects. Strong skills in requirements gathering, process analysis, and documentation. Experience working with software development teams using Agile, hybrid, or waterfall methodologies. Ability to create user stories, process flows, wireframes, or mockups. Strong communication and stakeholder management skills. Experience with customer portals, CRM systems, payment systems, or tolling technologies is a plus.