Business Analysis Specialist / Process Lead - ZerGo

Responsibilities

• Working in a hybrid role that combines hands-on technical support with analysis and documentation responsibilities
• Handle technical support requests related to the ZerGO product and take ownership of 1st level support activities.
• Analyze incoming technical support requests, assess their impact, and prioritize them based on urgency and business impact.
• Process support requests within predefined Response Time SLAs, identify root causes, and ensure timely resolution.
• Simulate reported issues in test environments, execute tests, and evaluate results.
• Clearly document detected bugs and test scenarios and communicate them to the development team.
• Ensure support requests are resolved within predefined Resolution Time SLAs and keep request owners informed throughout the process.
• Respond to reporting requests coming from internal business units.
• Prepare and share Technical Support Bulletins with stakeholders at defined intervals.
• Conduct Technical Support Evaluation Surveys periodically and contribute to continuous improvement actions.
• Prepare functional and technical analysis documents that meet the acceptance criteria of requirements defined in the ZerGO product backlog and keep them up to date in case of changes or improvements.
• Collaborate with the team during sprint go-live processes and perform post-deployment access and control tests.
• Prepare user guides and usage documentation to ensure new feature sets are clearly understood by internal stakeholders.
• Evaluate product feedback received from internal stakeholders and customers and communicate it to the Product Owners.

Qualifications

• Bachelor’s degree in a related field
• 1–4 years of experience in technical support, business analysis, product teams, or software-related projects
• Strong interest in technical support operations, issue analysis, and data-driven problem solving
• Solid understanding of the Software Development Life Cycle (SDLC)
• Familiarity with Agile / Scrum methodologies
• Good level of SQL knowledge, including writing queries for analysis, troubleshooting, and reporting (SQL will be actively used on a daily basis in support and analysis activities)
• Strong interest in technical support operations, issue analysis, and data-driven problem solving in product-based environments
• E-Commerce domain knowledge is a plus.
• Good communication skills and ability to work with multiple stakeholders
• Willingness to document processes and maintain structured functional and technical analysis artifacts
• Team-oriented mindset with a customer-focused approach
• Proficient in MS Office applications