ServiceTitan /Senior Business Analyst, Post Sales

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• Serve as a primary point of contact for incoming BAU tickets.
• Triage, troubleshoot, and resolve operational issues in a timely manner.
• Document current workflows and identify opportunities for process improvement.
• Analyze system changes such as validation rules, flows, page layouts, alerts, and picklist updates.
• Perform data analysis and generate reports for operational decision-making.
• Partner with Customer Success, Onboarding, Billing, Deal Desk, and BizTech teams.
• Support User Acceptance Testing by writing and executing test cases.
• Participate in SDLC ceremonies including standups, sprint planning, sprint reviews, and demos.
• Write user stories, functional specifications, and technical requirements when needed.
• Maintain documentation for processes, system configurations, and standard operating procedures.
• Troubleshoot Salesforce Service Cloud and Gainsight workflows.

Պահանջներ

• Experience in business operations within a SaaS environment.
• Strong understanding of the customer lifecycle.
• Ability to troubleshoot system issues and analyze root causes.
• Strong written and verbal English communication skills.
• Ability to explain complex problems clearly to stakeholders.
• Ability to manage recurring tasks, competing priorities, and ad-hoc requests.
• Self-starter mindset with critical thinking and minimal-supervision working style.
• Willingness to work with process maps, user stories, business requirements, and UAT.
• Salesforce experience is a plus.
• Experience with Smartsheet, Gainsight, Salesloft, Jira, or Confluence is a plus.
• Salesforce Administrator certification is a plus.
• Experience with system migrations or integrations is a plus.

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