Job Description

As a Biltmore Business Systems Analyst 2, you serve as a strategic partner in aligning business objectives with innovative technology solutions that drive operational excellence and enhance the guest experience. This role owns initiatives from concept through delivery, identifying opportunities, developing creative solutions, and ensuring successful implementation across multiple functional areas. You will lead cross-functional efforts, partnering with business stakeholders to understand complex processes, translate requirements into actionable solutions, and design scalable systems and workflows. The role is responsible for the analysis, configuration, and ongoing support of business systems, including hands-on development, integration, and data-driven solution delivery.

This position requires a high level of analytical thinking, comfort working with data, and the ability to translate insights into action. You will influence decision-making through data-driven recommendations and continuously improve processes and systems that enhance operations, elevate guest experiences, and drive revenue growth. Success in this role comes from combining technical expertise, business acumen, and a proactive, solutions-oriented mindset.

Essential Job Duties

• Partner with business stakeholders to analyze current-state processes, identify gaps and inefficiencies, and drive improvements through system enhancements and process redesign

• Lead requirements gathering efforts, including stakeholder interviews, process mapping, and documentation of functional and technical specifications

• Design, develop, and implement system solutions, including configuration, data transformations, integrations, and automation of business processes

• Lead and manage cross-functional projects and initiatives, including project planning, task coordination, timeline management, risk identification, and stakeholder communication

• Facilitate change management activities, including impact analysis, communication planning, user readiness, and post-implementation support to ensure successful adoption of system changes

• Perform system configuration and administration activities, including user security, role management, workflows, business rules, and master data maintenance

• Develop, support, and maintain system integrations and data flows between platforms, including building and troubleshooting data pipelines, validating data accuracy, and ensuring reliable end-to-end processing

• Analyze data across multiple systems using SQL, reporting, and analytics tools to identify trends, resolve issues, and support business and operational decision-making

• Coordinate and execute testing efforts, including unit testing, system integration testing, and user acceptance testing (UAT), ensuring solutions meet business requirements and quality standards

• Troubleshoot system and data issues by performing root cause analysis, resolving defects directly when possible, and coordinating with vendors when required

• Develop and maintain system documentation, process flows, training materials, and support knowledge to ensure long-term sustainability and effective knowledge transfer

• Build and maintain relationships with software vendors, including managing support tickets, coordinating issue resolution, and influencing product enhancements

• Balance day-to-day operational support with longer-term system improvements, ensuring platforms evolve in alignment with business strategy and enterprise standards

• Lead system and process roadmap planning by identifying opportunities for modernization, scalability, and improved alignment with evolving business objectives

• Monitor and proactively manage system health and operational performance, identifying and addressing issues before they impact business operations

Additional Responsibilities

• Participate in on-call support rotation and provide after-hours support for business-critical systems as needed

• Triage incoming support requests, prioritize issues based on business impact, and coordinate resolution efforts across internal teams and vendors

• Support business initiatives by contributing to solution design, system evaluations, and RFP/RFI processes as needed

• Collaborate with other analysts, the Applications DBA, and Enterprise Data Architect to improve data quality, accessibility, and governance across systems

• Provide input to leadership on system performance, risks, and opportunities to improve operational efficiency and user experience

• Assist in developing and promoting best practices for system design, support processes, and documentation standards across the team

• Perform other job-related duties as assigned in support of departmental and organizational objectives.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field. Additional education, training, and/or relevant certifications (e.g., CBAP, PMI-PBA) are a plus.

• At least 5 years of experience in business analysis, project management, and technology solutions, preferably within the attractions, hospitality, beverage, or entertainment industry. An equivalent combination of education and experience will be considered.

• Demonstrated proficiency in analyzing complex business processes, gathering requirements, and translating them into technology solutions that drive operational efficiency and enhance customer experiences.

• Proven experience leading cross-functional projects, including project planning, resource allocation, timeline management, and stakeholder communication.

• Strong analytical skills with the ability to interpret data, analyze trends, and make data-driven recommendations.

• Experience with attraction management systems, ticketing systems, POS systems, or CRM software is highly desirable.

• Strong understanding of budgets, purchasing and inventory strategies, along with techniques, and philosophies used in advanced negotiation skills are strongly preferred.

• Familiarity with agile and waterfall project management methodologies.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.

• Ability to manage and thrive in an environment with multiple priorities simultaneously.

• Strong independent problem-solving skills and a proactive, results-oriented mindset.

• Preferred candidate will have demonstrated leadership experience in a guest service environment and a commitment to deliver world-class service.

• Reflects the company's core values. Maintains professionalism and high ethical standards, along with the ability to maintain confidentiality.

Physical Requirements

• Primarily office-based with prolonged periods of sitting and computer use.

• Moderate noise level typical of a business office environment.

• Occasional travel to on-property beverage, production, or retail locations may be required.

• Ability to travel across the property is required. Must have a valid driver's license and be at least 21 years of age.

• Must have a reasonable degree of manual dexterity of hands and fingers to operate a computer keyboard and mouse.

• The incumbent will work in an office environment and lift up to 20 pounds occasionally.

• Ability to differentiate colors, have visual acuity to include depth perception.