Senior Business Analyst

About the role

ServiceTitan is looking for a 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.

Responsibilities

• 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 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, but not limited to the following: daily stand-up, sprint planning, sprint review, sprint demos, 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.

Requirements

• 3+ years of related work experience in the following: 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.
• 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 thinking, 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.

Qualifications

• Bachelor’s in Computer Science, Computer Information Systems, Business Management, Business Administration or a related engineering or business field is favorable but not required.

Skills

• 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 thinking, 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.

Benefits

At ServiceTitan, we offer:

• Flextime
• Recognition and support for autonomous work
• Comprehensive onboarding program
• Leadership training for Titans at all levels
• Other programs and events
• Bonusly, peer-nominated awards
• Great work is rewarded
• Holistic health and wellness benefits
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
• FSA and HSA
• 401k match
• Telehealth options including memberships to One Medical
• Support for Titans at all stages of life
• 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
• More

Pay

Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.

Schedule

Flextime