The Role
Guide B2B SaaS customers through onboarding and implementation by mapping workflows, defining functional requirements, scoping API integrations, and coordinating with product and engineering teams. Create process models, documentation, test cases, and UAT plans; explain technical concepts to nontechnical stakeholders; identify product gaps; use AI tools to improve analysis and documentation; and report recurring customer needs to support product roadmap decisions.
Summary Generated by Built In
Job Description – Senior -Business Analyst
Experience: 3–5 years | Location: Chennai |
About the Role:
We are looking for a Business Analyst who can act as the bridge between our customers and our product and engineering teams. You will work closely with B2B SaaS customers to understand their business workflows, translate their needs into clear functional requirements, and guide them through onboarding and implementation. The ideal candidate is comfortable with APIs and system integrations at a working level, actively uses AI tools (such as Claude, ChatGPT, or similar) to accelerate analysis and documentation, and — above all — can explain technical concepts to non-technical stakeholders in simple, everyday language.
Roles and Responsibilities:
- Guide customers through the onboarding and implementation process, ensuring a smooth and positive experience.
- Understand and map customer business workflows end to end; analyze them to recommend process improvements and the right product configuration.
- Document business processes, use cases, and customer scenarios; create clear functional requirement documents and implementation tasks.
- Translate conceptual customer requirements into well-structured functional requirements that engineering teams can act on without ambiguity.
- Communicate technical concepts (APIs, integrations, automations, product behavior) to customers in clear, layman-friendly terms — and translate customer language back into precise requirements for internal teams.
- Create process models, workflow diagrams, specifications, and charts to provide clear direction to engineering and clarity to customers.
- Work with REST APIs at a functional level — read API documentation, understand request/response structures, and scope integration requirements between systems.
- Leverage AI tools (e.g., Claude, ChatGPT, Gemini) in day-to-day work for drafting documentation, summarizing requirements, analyzing workflows, and preparing test scenarios — with sound judgment on accuracy and data sensitivity.
- Act as the bridge between customers, product management, and engineering to ensure alignment on requirements, timelines, and deliverables.
- Conduct gap analysis to identify where product functionality needs enhancement or configuration to meet customer requirements.
- Support UAT (User Acceptance Testing) by preparing test cases, validating customer scenarios, and coordinating sign-offs.
- Provide guidance and best practices to customers to help them maximize value from our products and services.
- Track, analyze, and report on recurring customer requirements to inform product enhancements and roadmap discussions.
Qualifications
- 3–5 years of proven experience as a Business Analyst, preferably in customer-facing roles such as engagement, implementation, or onboarding.
- Prior experience with B2B SaaS products, APIs, or system integrations is a must.
- Basic working knowledge of APIs and integrations — able to read API documentation, understand how systems exchange data, and scope integration use cases (hands-on coding not required).
- Hands-on familiarity with AI tools such as Claude, ChatGPT, or similar — and a demonstrated habit of using them to improve speed and quality of documentation, analysis, and communication.
- Strong understanding of business workflows and process mapping, with the ability to break down complex processes into clear, structured steps.
- Excellent communication skills — especially the ability to explain technical topics in simple, non-technical language to customers and stakeholders.
- Strong organizational skills with the ability to manage multiple customer engagements simultaneously.
- Excellent analytical and creative problem-solving skills; logical and efficient with keen attention to detail.
- Experience with project management tools (e.g., Zoho Projects, Jira) and CRM systems (e.g., Zoho CRM, HubSpot).
- Proficiency in documentation and collaboration tools such as MS Excel, Confluence, Notion, or similar.
Nice to Have
- Experience in field service management, workflow automation, or similar SaaS domains.
- Exposure to tools like Postman for exploring APIs.
- Experience writing prompts or building lightweight automations using AI tools.
Skills Required
- 3-5 years of experience as a Business Analyst, preferably in customer-facing engagement, implementation, or onboarding roles.
- Prior experience with B2B SaaS products, APIs, or system integrations.
- Basic working knowledge of APIs and integrations, including reading API documentation and understanding data exchange.
- Hands-on familiarity with AI tools such as Claude, ChatGPT, or similar.
- Strong understanding of business workflows and process mapping.
- Ability to explain technical topics in simple, nontechnical language.
- Strong organizational skills and ability to manage multiple customer engagements simultaneously.
- Excellent analytical and creative problem-solving skills, with attention to detail.
- Experience with project management tools such as Zoho Projects or Jira and CRM systems such as Zoho CRM or HubSpot.
- Proficiency with documentation and collaboration tools such as Microsoft Excel, Confluence, or Notion.
- Experience in field service management, workflow automation, or similar SaaS domains.
- Exposure to tools such as Postman for exploring APIs.
- Experience writing prompts or building lightweight automations using AI tools.
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The Company
What We Do
At Zuper we build digital solutions to help businesses provide exceptional customer experience. Our mission is to create the world’s most comprehensive tool for field workforce management. We are growing at an exceptional rate, backed by our world’s leading venture capitalists (FUSE, Sequoia, Prime Venture Partners, HubSpot). Zuper powers more than five hundred organizations served more than three million work orders and helped numerous organizations achieve unprecedented growth.
