Global Support Business Analyst

We are seeking a Global Support Business Analyst to lead our Bhubaneswar-based outsourced development and support teams. This role is central to the operation and evolution of a globally deployed supply chain management solution, serving top-tier clients across multiple industries. The Global Support Business Analyst will be responsible for managing platform support operations, driving resolution of client-reported issues, overseeing internal and client training, and managing the development roadmap in coordination with outsourced development partners. Team Leadership & Operations Support analysis of business requirements, support ticket requirements and overall support delivery Work collaboratively with development partner to improve performance as well as issue resolution. Issue Analysis & Resolution Support Drive thorough investigation and analysis of client-reported issues. Collaborate with support, development, and client-facing teams to facilitate effective issue resolution. Ensure root cause analysis is performed and documented for critical incidents. Business Requirements Analysis Gather, document, and validate business requirements from internal and external stakeholders. Translate business needs into clear, actionable requirements for outsourced development teams. Support the platform enhancement and development process by ensuring alignment between business needs and technical solutions. Performance Analysis & Reporting Analyze platform support performance, issue trends, and KPIs. Identify areas for continuous improvement and recommend actions based on data insights. Deliver regular reports and presentations to internal leadership and stakeholders. Process & Documentation Standardize and continuously improve issue analysis, requirement gathering, and reporting processes. Maintain comprehensive documentation and knowledge bases. Requirements: Bachelor's degree in Business, Supply Chain, Computer Science, or related field. 8 years of experience in business analysis, platform support, or supply chain operations. Strong background in issue analysis, business requirements gathering, and process improvement. Experience working with global teams and outsourced partners. Proficiency in analytical and reporting tools (Excel, ThoughtSpot, SQL, or similar). Experience with system testing using Ability to create user stories, and leverage tools such as Jira or DevOps to track user story progress. Excellent communication, problem-solving, and stakeholder engagement skills.

Location: in, IN

Posted Date: 4/30/2025