[Hiring] Senior Business Analyst @ServiceTitan

Role Description

ServiceTitan is looking for a high-impact, Senior Business Analyst to join our Revenue Solutions Post Sales team. This role is ideal for someone who thrives on turning ambiguity into clarity, building scalable processes and solutions, and driving operational excellence across post-sales functions.

• Act as a strategic partner to stakeholders by identifying business problems and proactively proposing scalable processes and solutions through the entire customer journey.
• Document and analyze current state workflows to proactively develop a point of view on areas for improvement through process mapping.
• Use and recommend best practices when designing and delivering solutions to improve business process and efficiency in various integrated systems, such as Salesforce, Smartsheet, Salesloft, and Gainsight.
• Implement and maintain KPIs to track the effectiveness of new solutions, while using data-driven insights to continuously seek opportunities for innovation to drive ongoing improvements.
• Take full ownership of initiatives and projects, including timeline, requirements gathering, stakeholder alignment, testing, launch, and post-launch support.
• Able to proactively prioritize work based on impact, urgency, and alignment to business goals—ensuring clarity of focus amidst competing requests and with little direction.
• Build strong, trust-based relationships across cross-functional teams by proactively learning their goals, workflows, and pain points—ensuring solutions are tailored to how teams actually operate, not just how processes are designed.
• Confidently make decisions using business judgment, data analysis, and input from stakeholders.
• Participate in team events during the Software Development Lifecycle (SDLC), including daily stand-up, sprint planning, sprint review, sprint demos, and User Acceptance Testing (UAT).
• Develop user stories, use cases, with functional and technical specifications to effectively communicate requirements to developers.
• Lead (UAT) to ensure the solution meets the requirements and functions as intended.
• Gather user feedback and analyze usage data post-launch to inform future enhancements and updates.
• Partner with stakeholders and various leaders to align business roadmap with cross-team capacity and prioritization for system development.
• Perform ad-hoc or Business As Usual (BAU) requests from stakeholders.

Qualifications

• 3+ years of related work experience in business operations within SaaS with a strong knowledge of the customer journey.
• Demonstrated experience working independently on complex projects with minimal supervision.
• Leading business transformation or cross-functional initiatives that delivered measurable outcomes.
• Must have strong prioritization skills and experience managing a portfolio of projects and BAU work.
• Creating process maps, writing technical user stories, documenting business requirements, and running user acceptance tests.
• Cross-functional (written & verbal) communication, with the ability to simplify and explain complex problems to stakeholders of all levels and backgrounds.
• Ability to effectively prioritize and manage changing priorities, recurring or ongoing tasks and major projects.
• Understanding business information to make effective business decisions in areas of expertise.
• Understanding of the business to apply knowledge and drive system & process best practices to meet organizational objectives.
• Self-sufficient self-starter, forward and critical thinker, self-starting problem solver, and work with little direct supervision.
• Gainsight, Salesloft and/or Smartsheet experience preferred.
• Salesforce experience is a must with an excellent understanding of best practices and functionality.
• Bachelor’s in Computer Science, Computer Information Systems, Business Management, Business Administration or a related engineering or business field is favorable but not required.

Benefits

• Flexible time off with ample learning and development opportunities to continue growing your career.
• Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement.
• On-demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.