Business Analyst

Job Description

Help us shape the future! As a Business Analyst within Sage, you will play a pivotal role in driving the delivery and success of our Products. You will act as the bridge between our development team and our customers, ensuring that our features meet the needs of our customers and delivers exceptional value. This role requires a blend of strategic thinking, strong communication skills, and a deep understanding of both the market and the technical aspects of product development. As a Help and Support BA, you will play a crucial role in enhancing our customer-facing support tools whilst implementing strategies to optimize the user experience for our customers.

• Lead project delivery and collaboration with cross-functional teams to successfully deliver outstanding customer features and experiences.
• Strong business analysis expertise, liaising with stakeholders to illicit key delivery requirements.
• Work closely with stakeholders to understand their needs and translate them into clear and actionable items on the product backlog.
• Collaborate with cross-functional teams to develop and implement strategies for enhancing customer support tools.
• Liaise with Product Management to regularly review and refine the product roadmap to align with changing business priorities and market dynamics.
• Act as the primary point of contact for any questions or clarifications related to the product.
• Define and prioritize the product backlog based on customer feedback, market trends, and the product roadmap (business goals).
• Define and track key performance indicators (KPIs) to measure the success of product releases.
• Monitor and report on the performance of our help and support capabilities, identifying trends and areas for improvement.
  
  
  
  
  
  

Skills & Experience:

• Experience as a Business Analyst or similar role in software development or tech organisations.
• A passion for technology with a particular focus on customer help and support tools.
• Strong analytical mindset with the ability to identify key business requirements whilst using data and metrics to drive informed decisions.
• Strong understanding of agile methodologies and experience working in an agile environment.
• Excellent communication skills, with the ability to effectively communicate complex ideas and requirements to technical and non-technical audiences.
• Strong organizational skills and attention to detail.
• Ability to thrive in a fast-paced and dynamic environment, with a willingness to adapt to changing priorities.
• Strong background knowledge in customer help and support projects is a must