Business Analyst

Key Responsibilities

City Wide's Business Analyst sits at the intersection of business strategy and technology delivery — partnering with franchisees, business process owners, and software developers to steer and execute the product roadmap as City Wide extends its technology reach to drive profitable growth across the US & Canada. This is a multi-hat role with impact at every stage of the technology development lifecycle: from discovering and refining requirements, grooming the development backlog, and working directly with Project Managers to facilitate Agile Scrum ceremonies, to writing test plans, validating features, and rolling out technology to a large, distributed user base. You will serve as the essential bridge between City Wide's business growth professionals and its technology builders — ensuring every release delivers what the business needs, when it needs it.

Primary Responsibilities

• Continuously maintain and manage development backlogs for Sales Enablement, Field Operations, Marketing, and Accounting — keeping each backlog accurate, prioritized, and ready for sprint planning
• Translate business needs and wants into clearly defined, developer-ready requirements — including user stories, acceptance criteria, process flows, and edge cases
• Groom and size backlog items regularly, facilitating the essential ceremonies of Agile Scrum methodology: sprint planning, daily standups, sprint review, and retrospectives
• Help the development team — consisting of internal and external software developers — decompose requirements into actionable tasks while keeping the end result tightly aligned with business intent
• Create comprehensive test plans to ensure seamless integration of new features and enhancements across systems; own UAT coordination with business stakeholders
• Assist with planning and executing software rollouts to large audiences of franchisees and internal users, including training materials, communication plans, and adoption tracking
• Become intimately familiar with the City Wide model, franchise operations, and business processes across Sales, Marketing, Field Operations, and Accounting
• Expand the collaborative and trusting relationships of the Technology team with all departments — ensuring business stakeholders feel heard and the technology team has the clarity it needs to build the right things
• Conduct interviews, workshops, and process analysis sessions with business owners to surface requirements, identify gaps, and build business cases for new projects
• Document workflows, system integrations, and product decisions to maintain institutional knowledge and support onboarding
• Monitor adoption and usage of deployed features; gather feedback and translate it into backlog improvements
• Performs other duties as assigned by management

Performance Metrics

The following metrics apply to this position and should be recorded in your scorecard:

Backlog Health - Percentage of backlog items entering a sprint with fully documented acceptance criteria and story point estimates. Target: ≥90% of items sprint-ready at the start of each sprint planning session

Requirements Rework Rate - Percentage of development tasks requiring scope changes or rework attributable to incomplete, inaccurate, or misunderstood requirements after sprint commitment. Target: <10% rework rate per sprint cycle

UAT Pass Rate - Percentage Number of critical or high-severity defects discovered in production that were not identified during UAT. Target: zero critical defects and fewer than three high-severity defects per release

On-Time Delivery Rate - Percentage of committed sprint items delivered within the agreed sprint, without scope reduction. Target: ≥85% per sprint over a rolling 90-day period

Requirements

Position Requirements

• Bachelor's degree in Business, Information Systems, Computer Science, or a related field required
• 3-5 years of experience as a Business Analyst, Product Owner, or in a comparable role delivering software products in an Agile Scrum environment
• Demonstrated experience translating complex business processes into clear, developer-ready requirements — including user stories, acceptance criteria, and process diagrams
• Hands-on experience owning and grooming a product backlog and facilitating Agile ceremonies (sprint planning, backlog grooming, retrospectives)
• Proven track record of rolling out highly impactful technology tools and features to large, distributed user audiences
• Strong ability to communicate effectively with both non-technical business stakeholders and highly technical development teams — fluent in both languages
• Experience writing and executing test plans; familiarity with UAT processes and defect management
• Familiarity with CRM platforms (e.g., HubSpot, Salesforce, Dynamics 365) and field operations or franchise management systems is a strong plus
• Experience with project and backlog management tools such as Azure DevOps, Jira, or similar
• Analytical and process-oriented mindset; able to see the big picture while managing details with precision
• Self-directed and comfortable working remotely across time zones with franchisees, operations leaders, and distributed development teams
• Proficient in Microsoft Office Suite (Excel, Outlook, Teams, Visio or equivalent process diagramming tools)
• Priority consideration will be given to candidates who are Certified Scrum Masters

Benefits

City Wide Franchise provides competitive compensation with bonus potential and a full benefits package including medical, dental, vision, life insurance, short and long-term disability, PTO, and a 401k plan. The company is known for its collaborative, people-centered culture, offering a fast-paced, flexible, and supportive work environment that encourages ongoing learning and development. Employees also enjoy paid time for community service and charity work. Read more about City Wide at www.gocitywide.com

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