Job Title: Senior Business Analyst (Multi-Year Contract)

Location: Columbus, OH
Work Model: Hybrid — Tuesday through Thursday onsite, Monday and Friday remote
Rate: $60–$67/hour
Contract Duration: September 28, 2026 – September 27, 2027
Possibility of Extension: Yes, strong possibility of extension
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available
Work Schedule: 8:00 AM – 5:00 PM, with 1-hour lunch

Position Overview

We are seeking an experienced Senior Business Analyst to support NiSource's multi-year Customer Transformation Program, a large-scale initiative focused on modernizing customer experience, customer operations, business processes, and technology capabilities.

This role will work across business, technology, and vendor teams to define requirements, support future-state process design, validate solutions, and help deliver customer-facing and back-office capabilities spanning Salesforce, SAP S/4HANA, payments, FICA/accounting processes, customer data, and digital customer experiences.

A significant focus of this position will be supporting data cleansing and conversion activities, address validation, payment-related processes, and integration across customer platforms. The Senior Business Analyst will help ensure business requirements are accurately translated into scalable solutions and that customer, payment, accounting, and related data are properly validated throughout design, testing, conversion, and implementation.

The ideal candidate combines strong business analysis fundamentals with hands-on experience in Salesforce, SAP S/4HANA, payments, and SAP FICA. This person should be comfortable working in a complex transformation environment, facilitating discussions across business and technical teams, identifying data and process issues, supporting UAT, and driving issues through resolution with minimal direction.

Key Responsibilities

Business Analysis & Requirements Management

• Lead requirements gathering, analysis, documentation, validation, and traceability across assigned Customer Transformation workstreams.

• Partner with business leaders, SMEs, IT teams, service integration partners, and vendors to define business and functional requirements.

• Translate business needs into clear requirements, process flows, business rules, user stories, acceptance criteria, and testable outcomes.

• Facilitate workshops and working sessions to clarify requirements, resolve open questions, and align stakeholders.

• Manage requirements throughout the delivery lifecycle and assess impacts associated with requirement or scope changes.

• Ensure requirements reflect business objectives, customer needs, system constraints, data requirements, and operational impacts.

Customer Data Cleansing, Conversion & Validation

• Support customer data cleansing and conversion activities associated with Customer Transformation.

• Analyze customer data for completeness, consistency, quality, and readiness for conversion or downstream processing.

• Identify data quality issues and coordinate with business and technical teams to determine root causes and corrective actions.

• Support address validation activities and help ensure customer address information is accurate and appropriately standardized.

• Assist with development and validation of data mapping, transformation rules, conversion requirements, reconciliation processes, and exception handling.

• Partner with data, application, and business teams to validate converted data and confirm expected business outcomes.

• Track data defects, conversion issues, decisions, and remediation activities through closure.

SAP S/4HANA & FICA Process Support

• Support business analysis activities involving SAP S/4HANA and related customer and financial processes.

• Work with SMEs and technical teams to define requirements associated with FICA, payments, accounting, customer accounts, and financial transactions.

• Analyze current-state and future-state processes and identify gaps, dependencies, and opportunities for improvement.

• Help ensure SAP functionality aligns with business requirements and integrates effectively with customer-facing and supporting enterprise platforms.

• Support validation of business rules, process flows, financial impacts, and customer account outcomes.

• Assist with issue resolution involving SAP processes, customer data, payments, or accounting-related functionality.

Payments & Customer Account Processes

• Analyze and document payment-related business processes, requirements, and system interactions.

• Support requirements for payment processing, customer account activity, payment posting, exceptions, and related financial workflows.

• Partner with business, finance, technology, and vendor stakeholders to identify and resolve payment-process issues.

• Ensure payment requirements and business rules are incorporated into solution design and testing.

• Support validation of end-to-end payment scenarios across customer-facing and back-office platforms.

• Identify dependencies between payment processes, FICA, Salesforce, SAP S/4HANA, and related customer systems.

Salesforce & Customer Platform Support

• Support Customer Transformation capabilities involving Salesforce and other customer-facing platforms.

• Partner with business and technical teams to define requirements for customer interactions, customer data, service processes, and platform integrations.

• Analyze how customer-facing functionality interacts with SAP, payments, customer data, and downstream systems.

• Help ensure solutions provide consistent customer information and support efficient customer and employee experiences.

• Support validation of Salesforce functionality against approved requirements and end-to-end customer journeys.

Digital Customer Experience Support

• Support implementation of the Customer Transformation product roadmap for omni-channel digital experiences.

• Work across customer-facing web, mobile, chatbot, and self-service capabilities where they intersect with assigned business processes and systems.

• Help improve self-service customer capabilities across customer-facing platforms.

• Provide business analysis support for digital enhancements, integrations, and customer experience improvements.

• Partner with digital vendors and service integration partners to clarify requirements and resolve functional issues.

Testing, UAT & Defect Management

• Develop user acceptance test scenarios and test scripts based on approved business requirements.

• Support UAT across Salesforce, SAP S/4HANA, payments, FICA, customer data, digital capabilities, and related integrations.

• Validate end-to-end business processes and confirm delivered functionality meets expected business and customer outcomes.

• Identify, document, prioritize, and track defects through resolution and retesting.

• Support website and digital platform testing during and after deployments where applicable.

• Assist with regression, conversion validation, deployment readiness, and post-implementation stabilization activities.

• Ensure testing includes appropriate customer data, payment, accounting, integration, and exception scenarios.

Cross-Functional Stakeholder Collaboration

• Collaborate across business, IT, finance, customer operations, data, digital, vendor, and project teams.

• Facilitate requirements reviews, process discussions, testing sessions, defect reviews, and decision-making meetings.

• Translate complex technical and business concepts into clear language for technical and non-technical stakeholders.

• Maintain alignment across teams on requirements, risks, dependencies, decisions, and expected outcomes.

• Communicate issues proactively and help drive timely resolution in a fast-paced program environment.

Day-to-Day Responsibilities

• Gather, document, and validate business and functional requirements.

• Facilitate working sessions with business SMEs, IT teams, vendors, and implementation partners.

• Analyze customer data and support data cleansing, conversion, reconciliation, and address validation activities.

• Document current-state and future-state processes involving payments, FICA, Salesforce, SAP S/4HANA, and customer systems.

• Support payment-process analysis and resolution of customer account or transaction issues.

• Develop UAT scenarios and test scripts and participate in test execution.

• Track defects, data issues, decisions, dependencies, risks, and action items.

• Validate converted data and solution functionality against approved requirements.

• Prepare process flows, requirements documentation, status materials, and stakeholder updates.

• Support deployment readiness, rollout, and stabilization activities.

Required Qualifications

• 5+ years of business analysis, business systems analysis, or related enterprise technology delivery experience.

• Strong Salesforce product experience.

• Strong SAP S/4HANA product experience.

• Experience supporting payment products or payment processing solutions.

• Strong understanding of SAP FICA and accounting-related processes.

• Experience analyzing and documenting payment processes.

• Experience supporting data cleansing, data conversion, data validation, or data migration activities.

• Experience with address validation or customer data quality processes.

• Strong requirements elicitation, documentation, process mapping, and requirements management skills.

• Experience developing test scenarios, supporting UAT, documenting defects, and validating delivered solutions.

• Demonstrated ability to understand and discuss technical concepts, system integrations, and digital operations.

• Strong analytical, troubleshooting, and problem-solving skills.

• Ability to work effectively with cross-functional teams in a fast-paced, complex transformation environment.

• Excellent written and verbal communication skills.

• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.

• Ability to work independently, take initiative, and manage changing priorities.

• Ability to work onsite Tuesday through Thursday in Columbus, OH.

Preferred Qualifications

• Experience supporting Customer Transformation, customer operations, customer service, or large-scale enterprise modernization initiatives.

• Utility or energy industry experience.

• Experience with Salesforce customer service or customer-facing functionality.

• Experience supporting SAP customer, billing, payment, or financial processes.

• Experience with customer master data, account conversion, reconciliation, or data-quality remediation.

• Experience with customer-facing digital platforms, including websites, mobile applications, chatbots, alerts, or self-service functionality.

• Project management or workstream coordination experience.

• Experience supporting multiple vendors, systems integrators, or enterprise technology partners.

• Experience with phased implementations, go-live readiness, hypercare, or post-deployment stabilization.

Core Competencies

• Senior Business Analysis

• Customer Transformation

• Salesforce

• SAP S/4HANA

• SAP FICA

• Payments

• Payment Processing

• Accounting Processes

• Customer Data

• Data Cleansing

• Data Conversion

• Data Validation

• Address Validation

• Requirements Management

• Process Analysis

• Business Rules

• System Integration

• User Acceptance Testing

• Defect Management

• Digital Customer Experience

• Stakeholder Facilitation

• Cross-Functional Collaboration

• Problem Solving

Leadership & Behavioral Competencies

• Confidence: Displays strong belief in individual and team capabilities.

• Strategic Thinking: Anticipates future needs, evaluates complex situations, and applies relevant practices to influence decisions.

• Continuous Improvement: Challenges current practices and identifies more effective, scalable ways of working.

• Inspiration: Maintains a positive transformation mindset and helps create clarity around desired outcomes.

• Resilience / Grit: Maintains focus and productive energy through ambiguity, pressure, and changing priorities.

• Decision Making: Supports clear and timely decisions through strong analysis and communication.

• Accountability / Results Focus: Follows through on commitments, drives issues toward resolution, and maintains urgency.

• Communication: Communicates succinctly and facilitates productive meetings with technical and business stakeholders.

• Collaboration: Builds strong working relationships across business, technology, vendor, and project teams.

Ideal Candidate Profile

The ideal candidate is a senior, hands-on Business Analyst with strong experience across Salesforce, SAP S/4HANA, payments, SAP FICA, customer data, and enterprise transformation. They should be comfortable moving between business process analysis and technical discussions, digging into data quality and conversion issues, and validating complex end-to-end customer and payment processes.

The strongest candidates will bring direct experience with data cleansing and conversion, address validation, payment processing, SAP FICA/accounting, Salesforce, and S/4HANA, combined with the communication and facilitation skills needed to work effectively across business stakeholders, technology teams, and implementation partners.