Senior Business Analyst - Austin

Requirements:

• Bachelors degree.
• 8+ years of experience in business analysis, process management or improvement, product operations, platform management, or a related field.
• Strong experience with process and workflow discovery, process mapping, user journey mapping, and documentation in complex technology environments.
• Ability to lead discovery sessions, analyze complex problems, and turn findings into practical process or platform improvements.
• Experience establishing and improving operating processes, team practices, governance, and repeatable ways of working.
• Strong analytical, problem-solving, and communication skills, with the ability to work independently and influence Product, Technology, business teams, and external vendors.
• Preferred: Experience supporting or managing an enterprise SaaS product that includes AI or machine-learning capabilities; developing AI models or working with foundational AI providers is not required.
• Preferred: Experience partnering with SaaS vendors on platform operations, configuration, issue management, releases, enhancements, and continuous improvement.
• Preferred: Data analysis experience, including SQL and/or Python, and the ability to turn platform and usage data into actionable product and operational insights.
• Preferred: Experience with user research, stakeholder interviews, journey analysis, and qualitative research, and translating findings into product or roadmap recommendations.

Responsibilities:

• Lead process and workflow discovery to understand current activities, handoffs, dependencies, pain points, and improvement opportunities.
• Facilitate discovery and structured working sessions with Product, Technology, business stakeholders, and external vendors.
• Create and maintain process maps, workflows, user journeys, platform flows, operating procedures, and related documentation.
• Assess existing processes and identify ways to simplify, standardize, automate, or improve them.
• Establish and streamline team norms, operating processes, governance practices, documentation standards, and repeatable ways of working.
• Support management of a vendor-provided SaaS platform, including understanding its configuration, operation, support, and ongoing improvement.
• Partner with internal teams and the SaaS provider to investigate issues, understand platform capabilities and constraints, coordinate changes, and identify opportunities for improvement.
• Support platform operations, maintenance, issue analysis, and continuous improvement.
• Gather and synthesize information from stakeholders and other sources to develop findings, recommendations, and actionable next steps.
• Analyze qualitative and quantitative information to identify patterns, trends, pain points, and opportunities that can guide product decisions and roadmap priorities.

Technologies:

• AI
• Support
• Python
• SQL

More

We are seeking a senior individual contributor to help manage and mature our Service Assistant platform, an AI-enabled SaaS product from an external vendor that supports employees in their work. The role focuses on operating and improving the platform, not developing its underlying AI technology, and involves working across Product, Technology, business teams, and our vendor. This is a remote contract role with working hours of 8 a.m. to 5 p.m. The posted pay range is $64.50–$67.50 per hour. We offer benefits including medical, prescription, dental, vision, AD&D, and life insurance, short-term disability, and a 401(k), subject to eligibility. We are an equal opportunity employer and welcome applicants of all abilities; reasonable accommodations are available during the application and interview process.

last updated 43 week of 2026