Senior Business Analyst, Post Sales

ServiceTitan; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

ServiceTitan in Bengaluru, India, is seeking a Senior Business Analyst for the Revenue Solutions Post Sales team. The role focuses on day-to-day BAU, ticket triage, data-driven improvements, and cross-functional collaboration across Salesforce and Gainsight to keep post-sales processes running smoothly.

You'll analyze workflows, document requirements, write user stories, support UAT, and participate in SDLC ceremonies. Strong communication and SaaS operations experience are essential.

Qualifications

• Experience in business operations within a SaaS environment.
• Ability to troubleshoot system issues and document root causes.
• Proficient in writing user stories and documenting requirements.
• Experience with UAT and SDLC ceremonies.
• Strong cross-functional collaboration and communication.
• Proficient in English, written and verbal.

Responsibilities

• Serve as primary contact for BAU tickets, triage and resolve issues.
• Document current-state workflows and map incremental improvements.
• Identify system changes: validation rules, flows, layouts, alerts, and picklists.
• Perform data analysis and generate reports for decision-making.
• Collaborate with Customer Success, Onboarding, Billing, Deal Desk, BizTech.
• Support UAT by writing and executing test cases.
• Participate in SDLC ceremonies: standups, planning, reviews, demos.
• Write clear user stories with specs for developers.
• Gather user feedback and analyze post-launch usage.
• Maintain documentation of processes and configurations.
• Troubleshoot Salesforce Service Cloud and Gainsight workflows.
• Handle ad-hoc stakeholder requests.

Skills

Problem solving

Cross-functional collaboration

English communication

Analytical thinking

Process mapping

Documentation

Root cause analysis

Time management

Tools

Salesforce

Gainsight

Smartsheet

Salesloft

Jira

Confluence

Job description

Ready to be a Titan?

ServiceTitan is looking for a Senior Business Analyst to join our Revenue Solutions Post Sales team in India. This role focuses on the day-to-day operational needs of the post-sales organization, including handling incoming requests, resolving production support tickets, executing Business As Usual (BAU) work, and maintaining and improving our revenue systems. The right candidate will be detail-oriented, reliable, and comfortable learning how to work across Salesforce and Gainsight to keep our post-sales processes running smoothly.

This is a great opportunity for someone who enjoys solving problems, working cross-functionally, and building expertise in complex systems within a fast-paced SaaS environment.

What you'll do:

• Serve as a primary point of contact for incoming BAU tickets, triaging, troubleshooting, and resolving issues in a timely manner.
• Document current-state workflows and proactively identify areas for incremental improvement through process mapping and analysis.
• Identify system changes needed including validation rules, flows, page layouts, email alerts, and picklist modifications.
• Perform data analysis and generate reports to support operational decision-making and track the effectiveness of implemented solutions.
• Partner with cross-functional teams (Customer Success, Onboarding, Billing, Deal Desk, BizTech) to understand their needs and deliver solutions that align with how teams operate.
• Support User Acceptance Testing (UAT) by writing and executing test cases to confirm that solutions meet business requirements.
• Participate in team ceremonies throughout the Software Development Lifecycle (SDLC), including daily standups, sprint planning, sprint reviews, and demos.
• Write clear user stories with functional and technical specifications to communicate requirements to developers when needed.
• Gather user feedback and analyze post-launch usage data to inform future enhancements.
• Maintain and update documentation for processes, system configurations, and standard operating procedures.
• Identify and troubleshoot Salesforce (Service Cloud) and Gainsight to support post-sales workflows and business processes.
• Perform ad-hoc requests from stakeholders as needed.

What you'll bring:

• A self-starter mentality with critical thinking skills and the ability to work with minimal direct supervision.
• Proactively identify process gaps or downstream impacts.
• Experience working in business operations within a SaaS environment, with a strong understanding of the customer lifecycle.
• Demonstrated ability to troubleshoot system issues, analyze root causes, and document independently.
• Willingness to learn how to create process maps, writing user stories, documenting business requirements, and executing user acceptance tests.
• Strong written and verbal communication skills, with the ability to explain complex problems clearly to stakeholders at all levels.
• Ability to manage competing priorities, recurring tasks, and ad-hoc requests in a fast-paced environment.
• Proficiency in English (written and verbal) for cross-functional collaboration with US-based teams.

Nice to Have

• Hands-on Salesforce experience, with a solid understanding of best practices and platform functionality.
• Experience with Smartsheet, Gainsight, or Salesloft.
• Familiarity with Jira and Confluence for project tracking and documentation.
• Salesforce certifications (e.g., Salesforce Administrator).
• Experience supporting or participating in system migrations or integrations.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, sexual orientation, or any other characteristic protected by applicable laws.