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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Business Partner - Service & Warranty - **Company:** Miracle Software Systems, Inc. - **Location:** Troy, MI, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Microsoft Azure, Salesforce.Com, Information Technology - **Published:** September 24, 2026 - **Apply:** https://www.dice.com/job-detail/a8b12a67-0023-4a48-81b1-e82a2347b320 ## About the Role *Bachelor's degree in Business, Information Technology, or a related field. *Minimum 5 years of business analysis experience on enterprise system implementations or major process-change programs. *Demonstrated elicitation and documentation skill - requirements workshops, interviews, and process observation with business users at every level. *Experience with process mapping and current-state to future-state definition. *Experience managing requirements in a tracked toolset (Azure DevOps, Jira, or equivalent) with traceability and sign-off. *Experience planning and supporting user acceptance testing with business testers. *Working knowledge, at a super-user level or better, of at least one core system in this area (or a direct equivalent) - enough to speak to what the system can do when shaping requirements with the business. *Experience supporting service, warranty, or field-service processes and the systems behind them. Preferred Qualifications: *IIBA certification - CCBA or CBAP - or PMI Professional in Business Analysis (PMI- PBA). *BRM Institute training or certification (BRMP) for the business-partner dimension of the role. *Hands-on experience with service management or warranty platforms and case-management workflows. *Experience in a multi-site manufacturing, distribution, or retail company. Skills and Competencies: *Elicitation and facilitation - draws out what the business actually needs, not just what it asks for. *Written clarity - writes requirements a developer can build from and a tester can test against. *Process thinking - sees the workflow behind the request and the exceptions behind the workflow. *Stakeholder trust - becomes the person the business area calls first. *Prioritization judgment - helps the business sequence what matters against what is possible. ## Description Business area served: Post-sale service, warranty, and customer care across Champion's businesses. Core systems: REGI (legacy service functionality, being replaced), Salesforce (customer relationship foundation), and the business-unit tools and manual processes the future-state, The Service & Warranty IT Business Partner is the dedicated partner for post-sale service and warranty - the part of the customer journey after the home is sold. Today, service and warranty work is supported unevenly across systems, and the future-state service capability is being defined. This partner documents how service and warranty actually run across the businesses and owns the requirements that shape what gets built - so the capability is designed from, *Serve as the single point of contact between Service & Warranty and IT - the front door for demand from the area into IT delivery, and the standing voice of the area inside IT. *Bring the art of the possible to requirements conversations - working knowledge of the area's core systems, so the business sees what existing platforms can already do before new build is assumed. *Elicit business requirements through workshops, interviews, and direct process observation, and capture them in the requirements toolset (Azure DevOps) with traceability from need to build to test. *Map current-state business processes and define future-state processes with the business ahead of any build, so programs start from agreed scope rather than assumptions. *Manage requirements through their life cycle - prioritization, change control, and formal business sign-off before build begins. *Write requirements and acceptance criteria that are clear, testable, and buildable, and plan and support user acceptance testing with named business testers and recorded sign-off. *Own business readiness for what ships - training coordination, adoption support, and post-go-live evaluation of whether the solution delivers the value intended. *Help the area's leadership shape and prioritize demand - keep a rolling view of what IT has in flight for the area, what comes next, and what it will take. *Document current service and warranty processes across Champion's businesses - claims, scheduling, dispatch, and post-sale customer care - including where work is manual or split across systems Today. *Own future-state requirements as the service capability is defined. *Carry warranty data and reporting requirements - claims visibility, cost, and quality feedback into operations. *Work with the Retail and Operations IT Business Partners where service journeys cross store and plant boundaries., *Ownership through adoption - stays with the work through testing, training, and go-live, not just documentation. Success Metrics: *Requirements for Service & Warranty are clear, documented, and agreed before build starts. *The business area treats this partner as its first call into IT. *User acceptance testing runs with named business testers and recorded sign-off on every release that touches the area. *Fewer late-stage surprises and fewer post-go-live changes traced to missed requirements. *Adoption is measured and owned - the area uses what ships.