The Role
Owns business requirements, IT intake, user stories, backlog prioritization, UAT, and delivery readiness for Field Services and Care technology initiatives. Leads the customer portal roadmap, coordinating stakeholders and third-party vendors to improve self-service adoption, operational efficiency, and customer satisfaction. Builds dashboards, defines performance metrics, develops governance documentation, tracks project risks and milestones, and reports progress to leadership.
Summary Generated by Built In
About Culligan Quench
Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About Culligan
There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
The Business Analyst, Field Services & Care is a high-visibility role accountable for translating business priorities into clear executable IT requirements, actionable user stories, and delivered technology solutions. The role also owns the customer portal roadmap as a driver of self-service adoption, operational efficiency, and customer experience. This person partners across Field Services, Care, IT, vendors, Consumables, Marketing, and Product to prioritize opportunities, deliver enhancements, and ensure solutions are launched with business readiness and measurable outcomes.
Key Responsibilities
- Partner directly with Field Services and Care business stakeholders to identify IT support needs and pain points
- Translate business needs into clear, actionable requirements and user stories in partnership with BU leads and IT BA partners
- Support the IT development lifecycle by facilitating design validation, participating in build reviews and demos, and leading business user acceptance testing (UAT)
- Partner with Continuous Improvement (CI) and Learning & Development (L&D) to confirm business readiness ahead of IT launches
- Prioritize the intake backlog in partnership with IT and business stakeholders based on impact, urgency, and effort
- Maintain a transparent, well-documented backlog and roadmap of in-flight and upcoming initiatives in Monday.com
- Support strategy development and own execution of the roadmap for Quench's customer portal
- Lead portal initiatives that improve customer experience, increase adoption, and drive operational efficiency
- Serve as the primary liaison between the customer portal and supporting functions: Care, Consumables, Marketing, and Product
- Build an intake process to understand and quantify portal opportunities
- Facilitate regular cross-functional syncs to align priorities and timelines
- Define success metrics for portal performance, adoption, and customer satisfaction
- Drive third-party development of portal enhancements, including vendor management and partnership with the IT Business Analyst (BA) team
- Identify and drive continuous improvement in business analysis and IT intake processes
- Build reporting/dashboards — including BI visualizations — to track requirement throughput, portal performance, and vendor delivery
- Develop documentation and playbooks for BA processes, intake, and portal governance
- Provide regular updates to leadership on IT delivery status, portal roadmap progress, and key risks
- Support broader project delivery through scope definition, milestone tracking, and risk mitigation
1.Business Requirements & IT Delivery
2. Customer Portal Roadmap & Vendor Management
3. Business Analytic Reporting & Project Management
Requirements
- 3–5+ years of business analysis, or related experience, ideally supporting field service, care/support, or customer-facing operations
- Experience working with IT to deliver business requirements for system builds and/or enhancements
- Experience managing or partnering with external vendors/development partners
- Strong prioritization and backlog management skills
- Ability to lead cross-functional initiatives and influence without direct authority
- Highly analytical with a structured approach to requirements gathering and problem-solving
- Detail-oriented while maintaining a strategic view of the portal and IT roadmap
- A strong collaborator across Field Service, Care, IT, Consumables, Marketing, and Product
- Comfortable managing multiple concurrent initiatives and competing priorities
- Outcome-focused with accountability for delivery timelines and portal performance
- Experience in IT project management
- Familiarity with Agile/Scrum delivery methodologies
- Experience owning or managing a customer-facing portal or digital self-service platform
- Experience in subscription, field service, or utility-style service businesses
- Familiarity with vendor contract/SLA management
- Experience in salesforce (other CRM solutions) and BI/reporting tools (Power BI or similar)
Must Have:
Must Be:
Preferred Experience:
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- 3-5+ years of business analysis or related experience
- Experience supporting field service, care/support, or customer-facing operations
- Experience working with IT to deliver business requirements for system builds or enhancements
- Experience managing or partnering with external vendors or development partners
- Strong prioritization and backlog management skills
- Ability to lead cross-functional initiatives and influence without direct authority
- Highly analytical with a structured approach to requirements gathering and problem-solving
- Detail-oriented while maintaining a strategic view of the portal and IT roadmap
- Strong collaboration across Field Service, Care, IT, Consumables, Marketing, and Product
- Ability to manage multiple concurrent initiatives and competing priorities
- Outcome-focused with accountability for delivery timelines and portal performance
- Experience in IT project management
- Familiarity with Agile or Scrum delivery methodologies
- Experience owning or managing a customer-facing portal or digital self-service platform
- Experience in subscription, field service, or utility-style service businesses
- Familiarity with vendor contract or SLA management
- Experience with Salesforce or other CRM solutions
- Experience with BI or reporting tools such as Power BI
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The Company
What We Do
Quench is the brand that helps our growing and forward-thinking customers keep their employees, customers, and guests happy, healthy, and hydrated. We offer water-as-a-service solutions by providing pure drinking water through a broad array of bottle-free machines. Our point-of-use machines offer users countless consumption choices, including mineral-infused quenchWATER+, chewable ice, sparkling water, flavored water, and even coffee. Customers choose Quench because Quench has the depth of options, national reach, and consistently high level of service to deliver pure, delicious water to tens of thousands of small businesses and to over half of the Fortune 500 organizations across the continent. Headquartered outside Philadelphia, PA, Quench is a subsidiary of Culligan.
