Title Global Support Business Analyst

You will be the Global Support Business Analyst responsible for leading the Bhubaneswar-based outsourced development and support teams in the operation and evolution of a globally deployed supply chain management solution. This role is crucial in serving top-tier clients across various industries. Your main responsibilities will include managing platform support operations, driving the resolution of client-reported issues, overseeing internal and client training, and coordinating the development roadmap with outsourced development partners. In terms of Team Leadership & Operations, you will support the analysis of business requirements, support ticket requirements, and overall support delivery. Collaboration with the development partner to enhance performance and issue resolution will be essential. For Issue Analysis & Resolution Support, you will be expected to conduct thorough investigations and analysis of client-reported issues. Collaborating with support, development, and client-facing teams to facilitate effective issue resolution and ensuring root cause analysis for critical incidents are key tasks. In Business Requirements Analysis, you will gather, document, and validate business requirements from internal and external stakeholders. Translating business needs into clear, actionable requirements for outsourced development teams and supporting the platform enhancement and development process will be part of your role. Performance Analysis & Reporting will involve analyzing platform support performance, issue trends, and KPIs. Identifying areas for continuous improvement, recommending actions based on data insights, and delivering regular reports and presentations to internal leadership and stakeholders are crucial aspects. Process & Documentation will require you to standardize and continuously improve issue analysis, requirement gathering, and reporting processes. Maintaining comprehensive documentation and knowledge bases will also be part of your responsibilities. Requirements for this role include a Bachelor's degree in Business, Supply Chain, Computer Science, or related field, along with 8+ years of experience in business analysis, platform support, or supply chain operations. You should have a strong background in issue analysis, business requirements gathering, and process improvement, as well as experience working with global teams and outsourced partners. Proficiency in analytical and reporting tools (such as Excel, ThoughtSpot, SQL, or similar), experience with system testing, and the ability to create user stories using tools like Jira or DevOps are necessary. Excellent communication, problem-solving, and stakeholder engagement skills are also required for this role.,