Senior Business Analyst / Support Manager

Job Title:

Role Overview

Senior Business Analyst

The ideal candidate will drive process improvements, ensure customer satisfaction, and enhance team performance through proactive planning, effective communication, and hands-on problem-solving.

Key Responsibilities

Business Analysis & Process Improvement

• Act as the liaison between business stakeholders and technical teams to ensure clear understanding of requirements and deliverables.
• Analyze business processes, identify improvement opportunities, and propose solutions aligned with organizational goals.
• Translate business requirements into functional and technical documentation for development and QA teams.
• Drive continuous improvement initiatives and ensure alignment with product and process standards.
• Participate in customer onboarding meetings and understand processes to contribute effectively to implementations and post-go-live support.

Support Management & Operational Leadership

• Oversee the support teams day-to-day operations, ensuring timely and effective ticket handling and resolution.

• Act as the escalation point

  and be available during emergencies to support the team or customers.
• Personally respond to or assist with tickets when the team faces challenges or delays.
• Analyze recurring issues and identify patterns, training needs, and process improvement opportunities.
• Gather

  Customer Satisfaction (CSAT)

  feedback after every go-live and drive initiatives to improve customer experience.
• Develop and maintain

  metrics and dashboards

  covering:
• Ticket volume and turnaround time (TAT)
• Average tickets handled per support member
• Ticket categorization and trends
• Performance improvements (% increase/decrease)
• Average resolution time and SLA adherence

Team Leadership & Development

• Lead, mentor, and motivate the support and business analysis team to achieve operational excellence.
• Conduct regular training sessions to enhance product and process knowledge within the team.
• Ensure effective communication within the team and accountability for process compliance (e.g., timely ticket updates and resolution notes).
• Track and manage

  incident resolution metrics

  for all team members.
• Monitor and enforce adherence to timelines and service quality across all support tasks.
• Identify and implement improvement initiatives to boost team performance and efficiency.

Collaboration & Stakeholder Engagement

• Collaborate with cross-functional teams including development, QA, and product management to address recurring product issues and enhance stability.
• Provide regular insights and reports to management on support performance and customer satisfaction.
• Participate in strategy and review meetings to ensure alignment of business objectives with technical capabilities.

Required Skills & Qualifications

• Bachelor’s or Master’s degree in Business Administration, BPharma, MPharma, Computer Science, or a related field.
• 8+ years of experience in

  Business Analysis

  with at least 3+ years in a

  Support or Operations Management

  role.
• Proven experience in managing customer support functions, including

  ticketing systems, escalation handling, and performance analytics

  .
• Strong understanding of

  software development processes, support workflows, and SDLC/ITIL practices

  .
• Excellent analytical, problem-solving, and communication skills.
• Strong leadership qualities with the ability to mentor and manage diverse teams.
• Proficiency in

  JIRA, Freshdesk, Power BI, Excel

  , or other support analytics tools.

Key Performance Indicators (KPIs)

• Ticket Turnaround Time (TAT) and SLA compliance.
• Customer Satisfaction (CSAT) scores and post-go-live feedback.
• Process improvement initiatives implemented.
• Team knowledge growth and training impact.
• Incident resolution trends and root cause reduction.
• Quality and timeliness of stakeholder communication.

Behavioral Expectations

• Demonstrate ownership and accountability for deliverables.
• Continuously improve personal and team product knowledge.
• Maintain composure and problem-solving focus during escalations.
• Balance personal and professional commitments effectively.
• Exhibit proactive leadership with a focus on collaboration, improvement, and excellence.