Cyanous - Technical Business Analyst (5-7 yrs)

Job Description :

We are looking for a dedicated and experienced Technical Business Analyst to join our application support team, focusing on resolving issues for our Shopify-based systems. The ideal candidate will have over 7 years of experience in technical analysis and support roles, with a strong ability to troubleshoot and resolve issues quickly. Prior experience with Shopify is a significant advantage.

Key Responsibilities :

- Issue Resolution : Analyze, diagnose, and resolve technical issues that arise within the Shopify environment, working closely with developers, stakeholders, and support teams.

- Requirement Analysis : Gather, analyze, and document requirements for issue resolutions and enhancement requests from various business units.

- Root Cause Analysis : Perform thorough root cause analysis for recurring problems and work with the development team to implement lasting solutions.

- Prioritization & Triage : Effectively prioritize incoming issues based on business impact and urgency, ensuring critical issues are resolved promptly.

- Collaboration : Work collaboratively with the Shopify development team to provide clear and actionable information for issue resolution and to improve system performance.

- Client Interaction : Communicate effectively with business stakeholders to understand their issues, provide regular updates, and guide them through resolution processes.

- Process Improvement : Identify opportunities to streamline support processes and suggest improvements for faster and more efficient resolutions.

- Documentation : Maintain up-to-date documentation of support processes, known issues, resolutions, and best practices for future reference.

- Monitoring & Reporting : Track support metrics and generate regular reports on issue trends and resolution efficiency.

Qualifications :

- Experience : 5+ years of experience as a Technical Business Analyst or Application Support Engineer, preferably in a fast-paced, high-volume environment.

Technical Proficiency :

- Strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs.

- Familiarity with Shopify or similar e-commerce platforms is a significant advantage.

- Knowledge of SQL or other data querying languages for data analysis

- Analytical Skills : Strong problem-solving skills with the ability to analyze complex systems and data to identify and resolve issues.

- Communication : Excellent written and verbal communication skills, with the ability to simplify technical details for non-technical stakeholders.

- Project Management : Ability to manage and prioritize multiple support requests while maintaining attention to detail and meeting deadlines.

- Documentation : Experience creating and maintaining detailed technical and process documentation.

- Team Player : A collaborative mindset with the ability to work well within cross-functional teams.

Preferred Skills :

- Experience working in Agile or Scrum environments.

- Familiarity with logging and monitoring tools used for diagnosing issues.

- Knowledge of SQL or other data querying languages for data analysis.