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.
Culture and Benefits:
- Work-Life Synergy: Discover the perfect equilibrium between work and life, supported by our culture.
- Dynamic Team: Join an exceptional team of brilliant and encouraging individuals who amplify your potential.
- Flexible hours: Enjoy the freedom to tailor your office hours to maximize productivity.
- Wellness Empowerment: Access insurance benefits to support your well-being
- Cross-functional: Embrace diverse responsibilities and explore multiple roles.
- Learning Playground: Engage in a rich training program with ample growth opportunities.
- Competitive Rewards: Your hard work translates into an attractive compensation package that recognizes your value.
- Effort Meets Recognition: While we may challenge you, rest assured, that your dedication will be richly acknowledged.
ABOUT ZUPER:
Zuper is the most flexible and customizable field service management platform for Field and Remote workforce management. Zuper provides industry-leading integration capabilities and is suitable for use in an on-demand work environment. Built for a global audience and available in 10 languages, Zuper allows you to manage your workforce remotely from any part of the globe. Offering best-in-class integrations with easy-to-deploy, no-code applications providing cost-effective service. Zuper's is aimed at emerging as the preferred field service management solution globally. We are already the choice for emerging market leaders in North America like IKEA, Vodafone, Sail Internet and more. Zuper's customers around the world want to offer good service to their customers, and that is what we offer. A testament to this is our existing customers, who execute around 10 million jobs and process over $20M in payments annually.
It's not just our customers who speak for us; our marquee investors, including Sequoia Capital, FUSE Ventures, HubSpot Ventures, and Prime Venture Partners, have invested in Zuper and helped us raise $21M in funding.
Headquartered in sunny Seattle, USA, we also have a dedicated team based in Chennai. Zuper has consistently earned the G2 high-performer rating and we are a great place to work, don't take our word for it; we are officially certified as A Great Place to Work.
So what are you waiting for Come aboard and be a part of our friendly, committed, efficient, customer-obsessed team of Zuperheroes.
