Business Analyst - Training & Support

Department: Product & Implementation

Experience: 2–5 years (flexible for candidates with relevant skills)

About the Role

We are looking for a proactive and customer-focused Business Analyst to support the

successful adoption and ongoing use of our enterprise software platform.

This role will primarily focus on product training, user onboarding, functional support, and

issue resolution following the software launch. The ideal candidate should be comfortable

understanding complex software workflows, simplifying them for different audiences, and

helping users confidently navigate the platform.

The individual will work closely with the Product, Implementation, Development, and

Business teams to ensure a seamless transition from implementation to ongoing product

usage.

Key Responsibilities

1. Product Training & User Enablement

• Develop a comprehensive understanding of the software's modules, features,

workflows, and business processes.

• Conduct virtual and in-person product training sessions for internal teams, clients,

and other stakeholders.

• Simplify complex product functionality and business workflows into easy-to understand training content.

• Create and maintain user guides, training presentations, FAQs, walkthroughs, and

other learning resources.

• Deliver role-based training tailored to different user groups and their responsibilities

within the software.

• Conduct refresher sessions and communicate new features, enhancements, and

workflow changes to existing users.

• Collect training feedback and continuously improve training effectiveness.

2. Post-Launch Functional Support

• Serve as a primary point of contact for functional queries and user assistance

following software implementation.

• Assist users in navigating the platform, understanding workflows, and resolving day to-day functional challenges.

• Investigate reported issues, reproduce errors, and distinguish between user errors,

configuration issues, and potential product defects.

• Document support tickets with clear descriptions, reproduction steps, screenshots,

and business impact.

• Coordinate with Product and Development teams to escalate technical issues and

track them through resolution.

• Maintain clear communication with users regarding issue status, workarounds, and

resolutions.

• Identify recurring support issues and recommend improvements to training

materials, documentation, or product functionality.

3. Product Knowledge & Business Analysis

• Develop a strong understanding of business workflows and how they are supported

within the software.

• Work with the Product and Implementation teams to understand new functionality,

enhancements, and configuration changes.

• Translate user feedback and operational challenges into clearly documented

business requirements or improvement recommendations.

• Support functional testing and validation of product enhancements before they are

released to users.

• Assist in identifying gaps between expected and actual system behavior.

• Maintain updated functional documentation as the software continues to evolve.

4. User Adoption & Continuous Improvement

• Support post-launch stabilization and help users transition smoothly to the

software.

• Monitor user feedback, support trends, and common areas of confusion to identify

opportunities for improvement.

• Collaborate with stakeholders to improve product usability and overall user

experience.

• Track training effectiveness, support resolution trends, and user satisfaction.

• Contribute to building a scalable knowledge base and structured support process.

Required Skills & Qualifications

• 2–5 years of experience in Business Analysis, Application Support, Product Training,

Functional Consulting, or a related role.

• Strong communication and presentation skills, with the ability to explain technical

or functional concepts to non-technical audiences.

• Experience delivering software training, product demonstrations, or end-user

onboarding sessions.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Ability to understand complex business workflows and translate them into clear

documentation and training content.

• Familiarity with ticket management, issue tracking, and documentation tools such

as Jira, Azure DevOps, ClickUp, or Confluence.

• Ability to collaborate effectively with cross-functional teams and manage multiple

user requests.

• Strong organizational skills, attention to detail, and a customer-centric approach.

• Willingness to independently learn new product functionality and adapt to evolving

business requirements.

Preferred Qualifications

• Experience working with enterprise SaaS platforms or workflow-driven business

applications.

• Experience supporting enterprise software implementations and post-go-live

stabilization.

• Familiarity with UAT, functional testing, defect tracking, and release management.

• Experience creating training videos, knowledge-base articles, and structured

learning materials.

• Exposure to change management, user adoption, and continuous process

improvement.

• Experience supporting software used in industries such as insurance, financial

services, or enterprise operations would be an advantage.

What Success Looks Like

• Users are confident in navigating the software and performing their day-to-day

activities.

• Training sessions are structured, engaging, and effective for different user groups.

• Functional queries and support requests are addressed accurately and within

agreed timelines.

• Recurring issues are identified, documented, and reduced through proactive

training or product improvements.

• Product documentation and knowledge resources remain accurate and up to date.

• Software adoption and user satisfaction improve following implementation.

Ideal Candidate Profile

We are looking for someone who is analytical like a Business Analyst, engaging like a

Product Trainer, and solution-oriented like a Functional Support Consultant.

The right candidate should demonstrate strong learning ability, product curiosity, clear

communication, patience with end users, and ownership of problems through resolution.

Pay: ₹50,000.00 - ₹65,000.00 per month

Work Location: In person