Senior Business Analyst – Customer Support & Automation Communications (Remote) – Drive User Success at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that delivers cutting‑edge automation solutions to federal agencies and enterprise customers worldwide. With a deep commitment to innovation, security, and customer success, brighthush empowers mission‑critical teams to streamline operations, reduce manual effort, and unlock new levels of productivity. Our culture is built on collaboration, continuous learning, and a shared passion for solving complex problems with elegant, scalable technology.

Position Overview

We are looking for a highly motivated Business Analyst – Customer Support to join our remote team. In this hybrid role, you will serve as the first line of support for users of our automation portfolio, which spans Power Platform, UiPath, Appian, and custom Python & C# applications. Beyond troubleshooting, you will own the communications and outreach function—crafting user‑centric messaging, managing marketing campaigns, and maintaining SharePoint resources that keep our community informed and engaged.

Key Responsibilities

• Front‑line Support – Act as the primary point of contact for users encountering issues with automation solutions. Provide timely, professional assistance via ticketing systems, chat, or phone.
• Incident Management – Triage, document, and track incidents using our ticketing platform. Ensure accurate, thorough records of problems, root causes, and resolutions.
• Stakeholder Communication – Engage with users to understand their challenges, gather relevant data, and deliver clear status updates. Translate technical details into user‑friendly language.
• Collaboration with Engineering – Relay user feedback to developers and automation engineers. Support testing, validation, and deployment of fixes.
• Trend Analysis – Identify recurring issues and patterns. Recommend process or documentation improvements to reduce future incidents.
• Communications & Outreach – Develop, schedule, and distribute user communications, including release notes, outage notifications, newsletters, and announcements. Tailor messaging to diverse stakeholder audiences.
• SharePoint Management – Maintain and update team SharePoint sites. Ensure content is current, organized, and easily navigable. Publish support documentation, knowledge‑base articles, FAQs, and training resources.
• Requirements Capture – Assist in gathering and documenting basic business requirements or user feedback to support continuous improvement of automation solutions.
• Continuous Improvement – Participate in post‑incident reviews and contribute to the evolution of support processes and tools.

Essential Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Business, or a related field (or equivalent combination of education and experience).
• Minimum of 2 years of experience in help desk, technical support, or customer service roles supporting enterprise applications.
• Proficiency in documenting and tracking incidents within a ticketing system (e.g., ServiceNow, JIRA).
• Strong verbal and written communication skills, with the ability to explain technical issues to non‑technical users.
• Customer‑focused mindset with solid problem‑solving and troubleshooting skills.
• Ability to quickly learn and understand automation solutions across multiple platforms.
• Excellent prioritization and time‑management skills in a fast‑paced environment.
• Experience maintaining and updating SharePoint sites, pages, and content.
• Attention to detail in documentation, communications, and incident tracking.
• Ability to work independently and collaboratively with technical teams.
• Eligibility to obtain a Secret security clearance.

Preferred Qualifications

• Experience with communications, marketing automation, or outreach campaigns (e.g., email automation, newsletters, automated notifications).
• Hands‑on support for enterprise applications built on Power Platform, UiPath, Appian, or similar RPA tools.
• Advanced SharePoint skills, including page design, workflows, and site administration.
• Experience maintaining support documentation or knowledge‑base articles.
• Basic understanding of business analysis practices, including requirements gathering or process documentation.
• Familiarity with ticketing systems such as ServiceNow, JIRA, or similar platforms.

Skills & Competencies

• Technical literacy across multiple technology stacks.
• Strong analytical and critical‑thinking abilities.
• Exceptional written and verbal communication.
• Customer‑centric approach with empathy and patience.
• Project management fundamentals and the ability to juggle multiple tasks.
• Adaptability to evolving tools, processes, and user needs.
• Proficiency in Microsoft Office Suite, SharePoint, and collaboration tools.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Regular training on emerging automation platforms and industry best practices.
• Mentorship from senior analysts, developers, and product managers.
• Opportunities to lead cross‑functional projects and initiatives.
• Clear pathways to advanced roles such as Senior Business Analyst, Automation Program Manager, or Technical Lead.
• Participation in industry conferences, webinars, and certification programs.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. As a remote‑first organization, we empower our teams with flexible schedules, state‑of‑the‑art collaboration tools, and a supportive community that values work‑life balance. Our values include:

• Customer Success – We put the user at the center of everything we do.
• Innovation – We continuously explore new technologies and approaches.
• Integrity – We uphold the highest standards of ethics and security.
• Growth – We invest in our people’s professional development.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, parental leave, and flexible work arrangements.
• Life and disability insurance.
• Flexible spending accounts and commuter benefits.
• Tuition reimbursement for relevant courses and certifications.
• Regular wellness initiatives and employee assistance programs.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for applicants with disabilities throughout the hiring process.

Ready to Join brighthush?

If you are passionate about delivering exceptional customer support, love working with automation technologies, and thrive in a collaborative, remote environment, we want to hear from you. Apply today and become a key driver of user success at brighthush.