Senior Business Analyst

FIELDEX SDN. BHD.; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

An innovative technology company in Malaysia seeks a Senior Business Analyst to drive customer onboarding and implementation processes. You will lead clients through system setups, understand their needs, and ensure successful adoption of the platform through tailored training and support. With a strong background in business analysis and excellent communication skills, you will also facilitate internal communications and validate configurations prior to go-live. This role requires a commitment to excellence and teamwork.

Qualifications

• 4+ years in a business analysis role, preferably in SaaS.
• Proficiency in documenting business processes.
• Experience in running user acceptance testing (UAT).
• Knowledge of field service management solutions is a plus.

Responsibilities

• Lead technical onboarding processes for new customers.
• Elicit and document customer requirements during onboarding.
• Deliver training sessions tailored to customer needs.
• Act as the first contact for customer issues and escalate as necessary.
• Validate data and configurations before go-live.

Skills

Technical onboarding skills

Excellent communication

Relationship-building abilities

Problem-solving skills

Education

Bachelor’s degree in Business Administration, IT, or related field

Tools

Salesforce.com

Job description

At FieldEx, we are a diverse, and close-knit team building the future of both equipment management (CMMS) and FSM. We move fast, learn constantly, and push each other to do meaningful work that matters. We hold ourselves to high standards because we care, and we’re dedicated to growing together while making a real impact for our customers worldwide.

This is where you come in.

As a Senior Business Analyst at FieldEx, you’ll play a pivotal role in helping our customers unlock the full potential of our platform. You’ll work closely with clients, understand their unique needs, and guide them through a smooth journey from onboarding to long-term success.

What you’ll be doing:

Onboarding & Implementation

Lead the technical onboarding process for new customers and manage end-to-end implementation.

Oversee customer data migration and system setup to ensure accuracy and readiness.

Conduct workshops with customers to understand their needs and document requirements.

Configure the system to match customer workflows and ensure proper alignment with business processes.

Guide customers through learning and adopting the system in their daily operations.

Requirement Gathering & Solution Mapping

Elicit, analyse, and document customer requirements during workshops and onboarding discussions.

Map customer needs and workflows to system configuration capabilities, identifying fit and gaps.

Training and Development

Deliver training sessions tailored to customer roles and workflows during implementation period.

Provide resources that help customers use the system effectively during and after rollout.

Conduct ongoing training to reinforce best practices and support adoption.

Client and Internal Liaison

Act as the first point of contact when customers raise issues, validating and clarifying before escalation.

Facilitate communication between clients and internal teams to ensure alignment.

Escalate confirmed bugs or system issues to the development team for resolution.

Testing and Validation

Validate migrated data, configurations, and workflows before go-live.

Lead user acceptance testing (UAT) and gather structured customer feedback.

Manage customer enquiries and evolving needs after rollout.

Support configuration changes and optimisation of live systems.

Provide structured feedback to internal teams to improve efficiency and outcomes for both clients and FieldEx operations.

Work closely with Sales and Customer Success to ensure continued smooth growth in the customer's journey with FieldEx.

What we’re looking for:

Bachelor’s degree in Business Administration, IT, or a related field.

4+ years in a business analysis role (SaaS experience preferred).

Strong technical onboarding and training program development skills.

Excellent communication and relationship-building abilities.

Proficiency in analysing and documenting business processes and workflows.

Experience experience documenting workflows, running UAT, and gathering feedback

Strong problem-solving skills and the ability to provide effective first-line support.

Knowledge of field service management solutions is a plus.

Familiarity with AI technologies and their application in enhancing business processes (highly desirable).

Experience and certification in Salesforce.com technology is a plus

What we value

Team first - dedicated zealous team player, willing to work together and not selfish

Result oriented first, substance over flash

Committed to excellence not excuses

Transparent and integrous not hiding in plain sight

Creative and able to anticipate beyond the obvious

How to Apply:

Interested candidates are invited to send their resume and a cover letter detailing their relevant experience to *******@fieldex.com

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