The Business Analyst plays a critical role in delivering advanced SaaS support and solution optimization, combining technical expertise with a consultative, client-facing approach. This individual partners closely with customers and internal teams to solve complex technical challenges, design scalable solutions, and ensure successful implementation.

Success in this role means acting as a trusted advisor to clients, delivering high-quality solutions that align with business goals, and driving continuous improvement through collaboration, technical depth, and proactive problem-solving. You thrive in a fast-paced environment, take ownership from concept to completion, and contribute to both customer success and product evolution.

· Work with an implementation manager to create requirement documents for functional design of enterprise solutions, translating business requirements into technical specifications.

· Assist the implementation manager in implementation, which includes requirement documentation, requirement gathering, implementation design, UAT testing, handling issues, and change requests.

· Translate complex business needs into scalable, value-driven solutions aligned with Onit’s platform.

· Partner cross-functionally with Product, Engineering, Project Management, and Client Success to ensure the deliverable matches the scope and client requirements with seamless execution, delivered on-time and within scope.

· Ensure the customer will be a positive reference to other customers/prospects.

· Support end-to-end solution delivery, including implementations, integrations, data migrations, and system configurations.

· Serve as a trusted advisor to client stakeholders, leading discovery sessions and identifying process optimization opportunities.

· Ensure high-quality delivery through validation, troubleshooting, and adherence to best practices.

· Build strong client relationships through responsiveness, professionalism, and proactive communication.

· Continuously improve technical and functional expertise, contributing to documentation, knowledge sharing, and innovation (e.g., automation, integrations).

· 3+ years' experience in technical support/software implementation, preferably within a SaaS (Software as a Service) environment.

· Relevant Degree in Computer Science, IT, or other applicable field.

· Relational Database Experience/Proficiency in various coding languages.

· Demonstrated ability to quickly understand business requirements and expectations.

· Excellent verbal and written communication skills.

· Previous roles in a customer-facing environment.

· Detail-oriented with strong organizational skills.

· General understanding of programming fundamentals.

· Strong team player with proven ability to work with teams across geos.

· Excellent Microsoft Office Suite and general documentation proficiency.

· Ability to multi-task and prioritize across several projects simultaneously.