Senior Business Analyst-WFMS

The Senior Business Analyst-WFMS is the functional authority for the System Integration stream and is responsible for ensuring complete alignment across all applications deployed in the Smart Grid ecosystem—including AMI systems, Gas Operations, CRM, Call Center, Customer Portal, MFS/WFMS, Billing, GIS, ERP, Analytics, and Legacy Systems. This role requires deep expertise in gas utility processes, smart metering, field operations, customer service processes, and end-to-end integration flows across enterprise systems. The BA owns AS-IS and TO-BE process definition, functional specification, integration mapping, data flows, and business validation to enable a seamless digital transformation.

• Conduct AS-IS analysis and define TO-BE business processes for gas operations, AMI workflows, CRM, Call Center, Billing, Field Services (MFS), ERP, GIS, Customer Portal, and other enterprise applications.

• Own the end-to-end system integration mapping for all applications including HES, MDMS, Billing, CRM, MFS, ERP, Call Center, GIS, Customer Portal, and analytics systems.

• Define functional requirements, business rules, exception handling logic, and cross-system workflows.

• Coordinate with customer teams, internal technical teams, and third-party vendors to validate integration flows and data exchanges.

• Lead the design of Call Center integrations including CRM workflows, complaint lifecycle processes, ticketing → field operations flows, and real-time AMI data visibility for agents.

• Map integration with customer legacy systems such as ERP, Billing, Asset Management, and Customer Master systems.

• Create Functional Design Documents (FDD), Business Requirements Documents (BRD), integration specs, data mapping sheets, and customer journey documentation.

• Ensure alignment of MFS/WFMS processes including work order creation, scheduling, field execution, and closure.

• Support SIT and UAT by preparing test scenarios, validating cross-system flows, identifying functional gaps, and ensuring closure of defects.

• Facilitate functional workshops with all stakeholders including customer departments, call center vendor, ERP vendor, GIS/billing vendors, and internal teams.

• Maintain governance documentation including requirement traceability, integration diagrams, gap analysis, and RACI matrices.

Qualification:

• Bachelor’s or Master’s degree in IT, Engineering, MIS, or related fields.
• 7+ years experience in Utilities (Gas preferred), AMI/Smart Grid projects, CRM/ERP integration, or large-scale digital transformation programs.
• Strong understanding of AMI systems (HES, MDMS), Gas utility operations, CRM, Call Center operations, Billing systems, MFS/WFMS, ERP modules, GIS, and Customer Portal workflows.
• Proven expertise in business process mapping (AS-IS/TO-BE), requirement gathering, and functional documentation.
• Experience working with multi-vendor environments and complex enterprise application landscapes.
• Proficiency with BPMN, UML, or similar process modeling frameworks.
•  Fluent in Azerbaijani and English (written and spoken); Russian is an advantage;

Why Esyasoft Holding?

At Esyasoft, we’re transforming the energy landscape with cutting-edge solutions in Smart Grids, IoT, and more. Join a global team driving sustainability and innovation while building a fulfilling career.