Job Description

The Business Solutions Analyst is who we turn to when a customer problem needs untangling. You dig into business processes and systems, find what isn't working, and fix it. One day that might mean reshaping a support workflow, the next working through a problematic customer account, and the next mapping transaction lines for an AlayaCare customer.

This is a generalist, find-and-fix role within Redmap's Customer Success function. You'll work closely with Support, Professional Services, Product and Engineering: gathering the information from customers, working out what's really going on, and turning it into clear requirements and practical solutions for the delivery team or Product.

You also look past the first problem you see. You step back, look for patterns across support tickets, escalations and customer feedback, and find the one change that resolves many issues at once.

Reporting to the Head of Customer Success, this role requires strong customer-facing consulting, business analysis and problem-solving skills, along with the ability to switch contexts and manage multiple priorities.

Key Responsibilities

Issue Resolution & Problem Solving

• Act as a primary point of escalation for identifying, diagnosing and resolving complex or unusual customer issues, partnering with the Support teams to determine root cause and remediation paths.
• Assess customer environments and validate integration requirements across relevant platforms (e.g. ERP, AP Automation, Document Management, AlayaCare).
• Map and troubleshoot transaction lines and data flows for customers on platforms such as AlayaCare, adapting the approach to each customer's unique setup.

Analysis, Prioritisation & Reporting

• Analyse support tickets, escalations and customer feedback to find the recurring themes and root causes behind them, not just the one issue in front of you.
• Look for the single fix, whether a process, configuration, data or product change, that resolves multiple issues or customers at once.
• Prioritise work by customer impact, frequency and effort, and make clear, reasoned recommendations on what to tackle first.
• Report regularly on issue trends, root causes and the impact of changes made, giving Customer Success leadership, Support and Product a clear view of where effort is best spent.

Requirements & Documentation

• Collaborate with stakeholders to identify business needs and document clear, actionable requirements.
• Analyse business processes and systems to identify areas for improvement.
• Translate requirements into specifications and solution suggestions for technical and delivery teams.
• Keep lightweight documentation (requirements, process maps, user stories) current and accessible so others can pick up the thread.
• Support technical workshops covering APIs, data flows, authentication methods, file transfer mechanisms and system dependencies.
• Help develop test plans and test cases, and validate that delivered solutions meet the defined requirements.

Customer & Stakeholder Engagement

• Facilitate communication between customers, technical teams and internal stakeholders, managing expectations and keeping everyone aligned throughout the customer journey.
• Serve as a subject matter expert when working with customers, the team and other departments.
• Act as the voice of the customer, gathering feedback and translating it into actionable product requirements for Product Management.
• Participate in project and account meetings, providing updates on requirements, analysis findings and issue-resolution progress.

Delivery Support

• Support Customer Success planning and execution, ensuring alignment with organisational objectives.
• Monitor progress, identify risks and help resolve issues as they arise.

Requirements

• 3-5+ years' experience in a business analysis, implementation, solutions or technical support role within a SaaS or software environment.
• Real problem-solving range and comfort switching context. You can move between a broken support workflow and a data-mapping problem without losing momentum.
• Experience finding the root cause of tricky problems and helping solve the ones with the widest impact, those affecting many customers at once. You can weigh what matters most, recommend what to tackle first, and feed what you learn into product priorities.
• Experience analysing support or operational data (e.g. ticket trends, root-cause categories) and turning it into clear reporting and prioritised recommendations.
• Demonstrated experience with business analysis principles, practices and methodologies, including leading requirements-gathering workshops.
• A strong understanding of customer support workflows, the software implementation lifecycle, customer onboarding and UAT best practices.
• Comfortable discussing APIs, data integrations, authentication methods and system architecture with customer IT teams.
• Proficiency with tools such as JIRA, Confluence and the Microsoft Office suite.
• Excellent written and verbal communication skills, with the ability to explain complex technical and business requirements to both technical and non-technical stakeholders.
• Excellent customer-facing skills, with the ability to act as an escalation point and deliver executive-level customer service.
• A collaborative spirit and the drive to solve complex problems with a customer-first mindset.
• Previous experience with AlayaCare is a plus.