Global Support Business Analyst

As a Global Support Business Analyst, you will play a pivotal role in leading our Bhubaneswar-based outsourced development and support teams. Your primary responsibility will be to oversee the operation and advancement of a supply chain management solution deployed globally for top-tier clients in various industries. Your key responsibilities will include managing platform support operations, ensuring resolution of client-reported issues, conducting internal and client training, and coordinating the development roadmap with external development partners. In terms of team leadership and operations, you will be required to analyze business requirements, support ticket needs, and overall support delivery. Collaboration with the development partner will be essential to enhance performance and streamline issue resolution processes. Your role will also involve driving in-depth investigation and analysis of client-reported issues, working closely with support, development, and client-facing teams to facilitate effective resolution. Root cause analysis for critical incidents will be a critical aspect of your responsibilities. Furthermore, you will be responsible for gathering, documenting, and validating business requirements from both internal and external stakeholders. By translating business needs into actionable requirements for the development teams, you will ensure alignment between business requirements and technical solutions. Analyzing platform support performance, issue trends, and key performance indicators (KPIs) will be part of your routine tasks. Based on data insights, you will identify areas for improvement, recommend necessary actions, and deliver regular reports and presentations to internal leadership and stakeholders. Your role will also involve standardizing and continuously improving issue analysis, requirement gathering, and reporting processes. Maintaining comprehensive documentation and knowledge bases will be crucial to ensure effective collaboration and knowledge sharing within the team. To be successful in this role, you should hold a Bachelor's degree in Business, Supply Chain, Computer Science, or a related field, along with a minimum of 8 years of experience in business analysis, platform support, or supply chain operations. Proficiency in issue analysis, business requirements gathering, process improvement, and working with global teams and outsourced partners is essential. Experience with analytical and reporting tools, system testing, user story creation, and tools like Jira or DevOps will be advantageous. Strong communication, problem-solving, and stakeholder engagement skills are also required for this position.,