Business Analyst/Sr. Business Analyst - Support

About us:

Eka Software Solutions, now a part of STG, has merged with Quor Group. This merger has established a formidable presence in the vendor solutions market for metals, energy and agriculture. Catering to a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products.

Today, we boast of extensive CTRM/ETRM expertise across softs, Ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more. Quor Group is able to provide the industry a very unique offering that meets the growing demands of commodity traders, energy merchants miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quor has offices across Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments. Read more about Quor at https://www.quorgroup.com/ and Eka at https://eka1.com/.

Position/Title: Business Analyst/Sr. Business Analyst - Support

The Business Analyst - Support Consultant will be part of Ekas global product support team.

The Consultant will be responsible for providing customer service to Eka clients through research and resolution of support issues and communicating solutions to Global multi-billion $ clients

Education & Experience

• BE / B. Tech or equivalent. An MBA or equivalent in Systems/Finance will be an added advantage. Additional relevant certifications/qualifications will be given due weightage.
• 3+ years of experience in enterprise software solutions in a support, development or consultancy environment.
• Experience in the commodities industry will be preferable.

Responsibilities

• Receive and triage user tickets, performing basic troubleshooting and escalating complex issues as needed.
• Oversee daily operations of the support team, assign tasks, and monitor performance metrics while serving as the escalation point.
• Analyze and resolve tickets, participate in triage calls, and manage tasks in Jira, ensuring effective communication with clients.
• Maintain accurate and up-to-date information in the incident management system, allowing customers to track their support issues.
• Conduct root cause analyses, support User Acceptance Testing (UAT), and ensure timely issue resolution in line with Service Level Agreements (SLAs).
• Gather requirements for change requests, assess feasibility, and coordinate the estimation and approval process.
• Manage maintenance release cycles, prepare release notes, and conduct UAT before promoting changes to production.
• Handle deployments in UAT and production environments, ensuring compliance with schedules and maintaining proper documentation.
• Update documentation for common issues, create training materials, and enhance overall documentation quality.
• Manage client calls, serve as the primary contact for inquiries, and provide timely updates on ticket statuses.
• Analyze reported issues and deliver effective resolutions to ensure customer satisfaction in accordance with SLAs.
• Identify revenue opportunities from customer issues and communicate these to relevant teams for action.
• Adhere to Ekas ISMS policies and procedures while performing duties.
• Collaborate with cross-functional teams to ensure comprehensive issue resolution, enhance communication, share knowledge, improve customer satisfaction, and drive organizational success through diverse expertise and insights.
• Must be willing to work on a shift basis according to the assigned roster

Skills:

• Excellent negotiation skills are essential.
• Strong understanding of software applications and support/development processes is required.
• Must possess superior communication and interpersonal skills, along with a high level of customer centricity and cultural awareness.
• The role demands strong problem-solving and analytical skills to address diverse and complex client issues. Candidates should be well-planned, organized, and able to manage their time effectively.