Senior Business Analyst (SaaS)

TL;DR

Senior Business Analyst (SaaS): Managing operational needs of the post-sales organization with an accent on revenue systems maintenance and process improvement. Focus on troubleshooting Salesforce and Gainsight, optimizing post-sales workflows, and delivering data-driven operational solutions.

Location: Yerevan, Armenia

Company

A leading SaaS platform providing comprehensive software solutions for home services businesses.

What you will do

• Triage, troubleshoot, and resolve incoming BAU tickets for the post-sales organization.
• Map and document current-state workflows to identify and implement incremental process improvements.
• Define system changes including validation rules, flows, page layouts, and email alerts.
• Perform data analysis and generate reports to support operational decision-making.
• Collaborate with Customer Success, Billing, and BizTech teams to deliver aligned solutions.
• Write and execute UAT test cases and create detailed user stories with technical specifications for developers.

Requirements

• Experience in business operations within a SaaS environment and a strong understanding of the customer lifecycle.
• Proven ability to troubleshoot system issues and document root causes independently.
• Strong critical thinking and self-starter mentality to work with minimal supervision.
• Excellent written and verbal communication skills.
• Proficiency in English for cross-functional collaboration with US-based teams.
• Must be based in Yerevan, Armenia.

Nice to have

• Hands-on experience with Salesforce (Salesforce Administrator certification is a plus).
• Experience with Gainsight, Salesloft, or Smartsheet.
• Familiarity with Jira and Confluence for project tracking and documentation.
• Experience supporting or participating in system migrations or integrations.

Culture & Benefits

• Flexible time off and ample learning and development opportunities.
• Comprehensive onboarding and leadership training programs.
• Full health coverage including company-paid medical, dental, and vision insurance for employees and dependents.
• Support for various life stages including parental leave and financial planning tools.
• Peer-nominated awards and recognition through Bonusly.