Information Technology Business Analyst

Position: IT Business Analyst

Location: India - Remote role

Duration: 12 Months Contract

Total opening: 1

• Experience in the Role :

  3 to 6 year

2. Role Summary

• Technical Product Manager (Business Analyst) in the Customer Support Technology Platform
  Engineering team, responsible for owning the product lifecycle of internal platforms (APIs, workflow engines, integrations) that enable global customer support.
• Works closely with engineering and global stakeholders to translate business problems into technical requirements, drive automation and AI-assisted tooling, and deliver solutions that improve agent productivity and customer support outcomes.

3. Key Skills and Technologies

• Must-Have Skills:
• 5+ years in Technical Product Management / Business Analysis (preferably with dev or QA background).
• Strong understanding of APIs (REST, SOAP, GraphQL) and distributed system architectures.
• Experience writing PRDs, functional specs, use cases, system requirements.
• Proficiency in SQL and data analysis.
• Strong debugging, problem-solving, and cross-team collaboration skills.

Preferred Skills:

• Experience with customer support systems (case/contact management, workflow orchestration, enterprise integrations).
• Familiarity with AI-enabled features (chatbots, ML decisioning, agent assist, AI dev tools).
• Strong ownership mindset and systems thinking approach.

5. Hiring Priorities

• Which skills or qualities are most critical for this role? : See Must-Have Skills section
• Any certifications or domain expertise required?

Certifications:

Domain Expertise:

A former developer/engineer who moved to product management

6. Interview Process

• Number of rounds and types (technical(1), Business Analyst/PM and managerial(2), each session 45 minutes.
• Focus areas for each round
• Technical: API and backend basic knowledge.Release and post release processes, Observability and Tech Debt management
• BA/Managerial : Product Management, User story and grooming, BrD to PRD, Pruning and MVPs, Project Management, Team Management and mentoring, conflict and priority management

7. Additional Notes

• There are various system dependencies and a lot to learn . Curiosity and ability to go to details and summarize key aspects of problems and finding new solutions are needed by this person