Job Description

About ServiceCentral

ServiceCentral builds software for the device repair and reverse logistics industry — point-of-sale, enterprise service management, and repair network tools used by 500+ customers across 100+ countries. Customers include national insurance carriers, OEM-authorised service providers, and franchise repair networks.

We are building a modular platform on top of our SOC2-certified backend (ServiceManager), and this role is central to that shift. You will sit at the boundary between customer need and working software — conducting discovery, building prototypes with AI tools, and handing off confirmed solutions to engineering for production. Candidates with experience in device repair, reverse logistics, or recommerce will have context that accelerates the role, but it is not a requirement.

The Role

As our AI Business Analyst, you will own the full arc from customer problem to validated prototype. You will run discovery sessions, build working demos against ServiceManager's API and GraphQL layer using AI coding tools, present directly to customers, and package confirmed solutions for engineering handoff. This is a hands-on, customer-facing role that requires someone who can produce real software — not decks or wireframes — and move fast.

What You'll Own

Customer Discovery & Requirements

• Conduct customer discovery interviews to map existing workflows, pain points, and integration requirements
• Translate validated customer needs into working software prototypes using AI tools (Cursor, Claude, GitHub Copilot, or equivalent) against ServiceManager's API and GraphQL layer
• Document customer workflows, integration patterns, and configuration decisions for the product team

Prototyping & Validation

• Demo prototypes directly to customers and iterate based on feedback until requirements are confirmed
• Package validated prototypes with supporting specs for handoff to the engineering team for production hardening
• Configure and customise platform modules to meet customer-specific deployment requirements

Sales & Product Support

• Support the sales team with live technical demonstrations of prototype solutions during pre-sales engagements
• Identify cross-customer patterns that indicate new module or platform capability opportunities
• Collaborate with engineering on API and GraphQL requirements needed to enable rapid prototyping workflows

Other

• Perform other reasonable activities as required by management

What You'll Bring

Must Have

• Daily working use of AI coding and prototyping tools (Cursor, Claude, GitHub Copilot, or equivalent) — this is a core job function, not a nice-to-have
• 2+ years in a business analyst, solutions consultant, implementation consultant, or professional services delivery role
• Demonstrated ability to conduct independent, customer-facing discovery sessions and translate outputs into actionable requirements
• Demonstrated ability to produce working software demos — not wireframes, slide decks, or requirements documents

Preferred

• Experience in device repair, reverse logistics, recommerce, or adjacent industries
• Familiarity with REST APIs or GraphQL
• Experience with no-code or low-code platforms (Retool, Bubble, Make, or equivalent)
• B2B SaaS background
• Familiarity with Jira, Confluence, or similar tools

Benefits & Perks

• Competitive base salary
• Bonus eligibility
• Health benefits and 401(k)
• Unlimited flexible time off

ServiceCentral is an equal opportunity employer committed to building a diverse, high-performing team.