Senior Business Analyst

About the Role:

We are seeking a highly skilled Technical Business Analyst Post Sales to act as a bridge between clients and the technical team after project delivery. The role involves managing client relationships, gathering enhancement requirements, analyzing system workflows, and ensuring smooth support operations to maximize customer satisfaction and retention.

Key Responsibilities:

• Collaborate with clients post-implementation to understand business needs, system issues, and enhancement requests.
• Analyze functional and technical requirements for post-sales changes, updates, and optimizations.
• Document change requests, create functional specifications, and ensure proper sign-off from stakeholders.
• Act as a liaison between the client and development/QA teams for smooth delivery of updates.
• Provide ongoing product knowledge, training, and support to clients.
• Track and monitor post-sales deliverables, ensuring timely resolution of tickets/issues.
• Conduct gap analysis to identify opportunities for improvement and automation.
• Assist in creating post-implementation reports, customer feedback analysis, and performance metrics.
• Maintain strong customer relationships to encourage repeat business and referrals.

Required Skills & Qualifications:

• Bachelors degree in Computer Science, Information Technology, Business Administration, or related field.
• 25 years of experience as a Business Analyst, preferably in IT/software services (post-sales or support-focused).
• Strong knowledge of SDLC, Agile methodologies, and requirement analysis.
• Hands-on experience with tools like JIRA, Confluence, Trello, or ClickUp for requirement and task tracking.
• Ability to create BRDs, FRDs, user stories, process flows, and wireframes.
• Strong technical understanding of web & mobile applications, APIs, and integrations.
• Excellent communication and stakeholder management skills.
• Problem-solving mindset with strong analytical and documentation skills.

Good to Have:

• Knowledge of CRM, ERP, or SaaS-based products.
• Experience in post-sales client management or customer success.
• Basic SQL or API testing knowledge for requirement validation.