📢 Senior Business Analyst, Post Sales
🏢 ServiceTitan
📍 Yerevan, Armenia
🔄 #FullTime
💼 #BusinessAnalyst
🗂️ #BusinessStrategy
📝 Responsibilities
- Serve as a primary point of contact for incoming BAU tickets, triaging, troubleshooting, and resolving issues in a timely manner.
- Document current-state workflows and proactively identify areas for incremental improvement through process mapping and analysis.
- Identify system changes needed including validation rules, flows, page layouts, email alerts, and picklist modifications.
- Perform data analysis and generate reports to support operational decision-making and track the effectiveness of implemented solutions.
- Partner with cross-functional teams (Customer Success, Onboarding, Billing, Deal Desk, BizTech) to understand their needs and deliver solutions that align with how teams operate.
- Support User Acceptance Testing (UAT) by writing and executing test cases to confirm that solutions meet business requirements.
- Participate in team ceremonies throughout the Software Development Lifecycle (SDLC), including daily standups, sprint planning, sprint reviews, and demos.
- Write clear user stories with functional and technical specifications to communicate requirements to developers when needed.
- Gather user feedback and analyze post-launch usage data to inform future enhancements.
- Maintain and update documentation for processes, system configurations, and standard operating procedures.
- Identify and troubleshoot Salesforce (Service Cloud) and Gainsight to support post-sales workflows and business processes.
- Perform ad-hoc requests from stakeholders as needed.
✅ Requirements
- A self-starter mentality with critical thinking skills and the ability to work with minimal direct supervision.
- Proactively identify process gaps or downstream impacts.
- Experience working in business operations within a SaaS environment, with a strong understanding of the customer lifecycle.
- Demonstrated ability to troubleshoot system issues, analyze root causes, and document independently.
- Willingness to learn how to create process maps, writing user stories, documenting business requirements, and executing user acceptance tests.
- Strong written and verbal communication skills, with the ability to explain complex problems clearly to stakeholders at all levels.
- Ability to manage competing priorities, recurring tasks, and ad-hoc requests in a fast-paced environment.
- Proficiency in English (written and verbal) for cross-functional collaboration with US-based team
🌟 Nice to Haves
- Hands-on Salesforce experience, with a solid understanding of best practices and platform functionality.
- Experience with Smartsheet, Gainsight, or Salesloft.
- Familiarity with Jira and Confluence for project tracking and documentation.
- Salesforce certifications (e.g., Salesforce Administrator).
- Experience supporting or participating in system migrations or integrations.
🎁 Benefits
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
- Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
- Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.
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