Skycore - Business Analyst (4-10 yrs)

Job description :

We are looking for a skilled Business Analyst to join our Team, specializing in support, monitoring, service management, and administrative tasks. The successful candidate will play a critical role in ensuring the smooth operation, supporting business needs, and providing insights to improve efficiency and performance. This position requires a proactive, detail-oriented individual who can effectively monitor systems, manage service requests, and provide essential support and analysis.

Key Responsibilities :

- Support and Monitoring

- Monitor business processes to identify issues, performance bottlenecks, and improvement opportunities.

- Provide support to end-users and stakeholders, addressing inquiries and troubleshooting issues.

- Use analytical tools and monitoring platforms to ensure consistent uptime and performance.

- Supervise and train AI support agents.

- Business Analysis and Service Management

- Analyze business requirements of customers and translate them into technical requests for product teams or knowledgebase articles for other customers if already supported

- Work closely with IT and business teams to align services with business needs.

- Maintain and improve service level agreements (SLAs) and ensure all requests are addressed promptly.

- Ensure the knowledge base and documentation are up-to-date and capable of training AI agents.

- Data Collection and Reporting

- Gather and analyze data from various sources to generate insightful reports on system performance, service metrics, and trends.

- Prepare and present regular reports to stakeholders, offering actionable insights for decision-making.

- Track key performance indicators (KPIs) related to service management and support.

- Administrative Support

- Maintain documentation, including user guides, process workflows, and support logs.

- Assist RevOps with accounts receivable and invoicing reports.

Skills :

- Proven experience as a Business Analyst or Service Operations, preferably in the IT sector.

- Familiarity with SaaS platforms, service operations/CRM platforms(HUBSPOT), project management platforms (JIRA) and business analysis methodologies.

- Strong analytical and problem-solving skills, with attention to detail.

- Excellent communication skills and the ability to work with cross-functional teams.