Customer Support Associate

Randstad; Hyderabad, Chennai District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Randstad is seeking a Business Analyst to lead client engagements, gather requirements, and document business and functional specs. You will coordinate with development, QA, UI/UX, and project teams to ensure deliverables align with BRD/SRS and acceptance criteria.

You will create user stories, wireframes, and prototype artefacts, drive sign-off, and support releases and post-Go-Live activities while collaborating across departments to address client needs.

Qualifications

• Bachelor's degree in business administration, computer science, IT, engineering, or related field.
• 24 years of experience as a Business Analyst in software/product development or IT projects.
• Strong understanding of SDLC and Agile/Scrum methodologies.
• Hands-on experience in BRD, FSD, SRS, Use Cases, User Stories, and Acceptance Criteria.
• Strong requirement-gathering, analytical, and documentation skills.
• Good understanding of business process analysis, workflows, and gap analysis.
• Experience with wireframes and prototypes using Figma, Balsamiq, MS Visio, or similar tools.
• Experience working with Development, QA, UI/UX, Product, and Project Management teams.
• Knowledge of Jira, Confluence, Azure DevOps, or similar tools.
• Strong proficiency in MS Word, Excel, and PowerPoint.
• Excellent communication and stakeholder-management skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Conduct requirement-gathering sessions with clients and stakeholders.
• Understand business objectives, processes, pain points, and functional requirements.
• Demonstrate product features to customers through online or onsite sessions.
• Conduct product showcases during implementation and after Go-Live.
• Follow up with clients for requirement clarifications and approvals.
• Coordinate with clients, vendors, Development, QA, UI/UX, and Project Management teams.
• Prepare and maintain BRD, FSD, and SRS documents.
• Prepare Use Case Documents, User Stories, Functional Requirements, Acceptance Criteria, workflows.
• Prepare As-Is and To-Be process flows and conduct gap analysis.
• Ensure review and sign-off of business and functional documents.
• Prepare wireframes, screen flows, and prototypes.
• Coordinate with UI/UX and Development teams; obtain approvals.
• Validate the developed system against BRD, SRS, FSD, and prototypes.
• Perform functional validation and regression testing with QA.
• Maintain Requirements Tracker and Work Tracker; track progress.
• Provide regular project status updates to management.
• Support release, implementation, and post-Go-Live activities.
• Assist in responses for RFPs/RFIs and solution proposals.
• Prepare business presentations and project status reports.

Skills

Requirement analysis

Business process analysis

Stakeholder management

Client communication

Functional documentation

Analytical skills

Problem solving

Product demonstration

Education

Bachelor's degree in Business Administration/CS/IT/Engineering

Tools

Jira

Confluence

Azure DevOps

MS Visio

Figma/Balsamiq

Job description

Key Responsibilities

1. Client & Requirement Management

• Conduct requirement-gathering sessions with clients and stakeholders.
• Understand business objectives, processes, pain points, and functional requirements.
• Demonstrate product features to new and existing customers through online or onsite sessions.
• Conduct product showcases during implementation and after Go-Live.
• Follow up with clients and stakeholders for requirement clarifications and approvals.
• Coordinate with clients, vendors, Development, QA, UI/UX, and Project Management teams.

2. Business & Functional Documentation

• Prepare Business Case Documents.
• Prepare and maintain BRD, FSD, and SRS documents.
• Prepare Use Case Documents in collaboration with the QA/Testing team.
• Prepare User Stories, Functional Requirements, Acceptance Criteria, workflows, and process documentation.
• Prepare As-Is and To-Be process flows and conduct gap analysis.
• Ensure proper review and sign-off of business and functional documents.

3. Wireframes & Prototypes

• Prepare wireframes, screen flows, and prototypes based on business requirements.
• Coordinate with UI/UX and Development teams.
• Obtain client/stakeholder approval and sign-off on wireframes and prototypes.

4. Development & QA Coordination

• Coordinate with the Development Team to ensure requirements are clearly understood and implemented.
• Follow up on pending requirements, tickets, and client-raised issues.
• Schedule meetings with clients, Development, and QA teams for functional and technical clarifications.
• Validate the developed system against BRD, SRS, FSD, prototypes, and approved requirements.
• Perform functional validation and regression testing wherever required.
• Work closely with QA to ensure the system meets business requirements.

5. Project & Requirement Tracking

• Maintain and regularly update the Requirements Tracker.
• Maintain the Work Tracker for BRD, FSD, SRS, prototypes, and other documentation.
• Track pending requirements, approvals, sign-offs, development activities, and client dependencies.
• Provide regular project status updates to management.

6. Release & Implementation Support

• Support product implementation and coordinate with clients and internal teams.
• Prepare and share Release Notes with clients/stakeholders.
• Prepare and hand over User Manuals and other relevant documentation.
• Support clients during implementation, Go-Live, and post-Go-Live activities.
• Coordinate with internal teams for client-raised issues and enhancement requests.

7. RFP, RFI & Solution Support

• Participate in preparing responses for RFPs and RFIs.
• Assist in preparing solution approaches for new and maintenance projects.
• Support the preparation of proposals and business/solution documents.
• Prepare business presentations and project status presentations.

Required Skills & Qualifications

• Bachelor's degree in Business Administration, Computer Science, IT, Engineering, or a related field.
• 24 years of experience as a Business Analyst in software/product development or IT projects.
• Strong understanding of SDLC and Agile/Scrum methodologies.
• Hands-on experience in BRD, FSD, SRS, Use Cases, User Stories, and Acceptance Criteria.
• Strong requirement-gathering, analytical, and documentation skills.
• Good understanding of business process analysis, workflows, and gap analysis.
• Experience with wireframes and prototypes using Figma, Balsamiq, MS Visio, or similar tools.
• Experience working with Development, QA, UI/UX, Product, and Project Management teams.
• Knowledge of Jira, Confluence, Azure DevOps, or similar tools.
• Strong proficiency in MS Word, Excel, and PowerPoint.
• Excellent communication and stakeholder-management skills.
• Strong analytical and problem-solving abilities.

Preferred / Good-to-Have Skills

• Experience in Insurance, Healthcare, Banking, or other domain-specific software products.
• Knowledge of API concepts, databases, SQL, and basic technical architecture.
• Experience in client-facing implementation projects.
• Exposure to Product Management or Solution Consulting activities.

Key Competencies

• Requirement Analysis
• Business Process Analysis
• Stakeholder Management
• Client Communication
• Functional Documentation
• Analytical & Problem-Solving Skills
• Product Demonstration
• Development & QA Coordination
• Project/Requirement Tracking
• Presentation Skills
• Attention to Detail
• Team Collaboration