Senior Business Analyst, Post Sales

ServiceTitan; United States; Remote; USD 93,000 - 126,000; Full time

Job summary

Join a forward-thinking company as a Senior Business Systems Analyst where you will drive operational excellence and transform ambiguity into clarity. This role emphasizes collaboration and strategic thinking, allowing you to own projects from ideation to execution. You will work closely with stakeholders to enhance the customer journey and improve processes using tools like Salesforce and Gainsight. With a focus on innovation and continuous improvement, you will help shape the future of post-sales functions in a dynamic and supportive environment. Embrace the opportunity to make a significant impact while growing in your career.

Benefits

Flexible time off

Company-paid medical, dental, and vision

401k match

Parental leave

Fertility services reimbursement

Pet insurance

Financial planning tools

Qualifications

• 3+ years of experience in SaaS business operations.
• Strong knowledge of the customer journey and project management.

Responsibilities

• Act as a strategic partner by identifying business problems and proposing solutions.
• Document and analyze workflows to improve processes.

Skills

Business Operations

Project Management

Process Improvement

Cross-Functional Communication

Data Analysis

Education

Bachelor’s in Computer Science

Bachelor’s in Business Management

Tools

Salesforce

Gainsight

Smartsheet

Job description

Ready to be a Titan?
ServiceTitan is looking for a high-impact, Senior Business Systems Analyst to join our Revenue Solutions Post Sales team. This role is ideal for someone who thrives on turning ambiguity into clarity, building scalable solutions, and driving operational excellence across post-sales functions. The right candidate will be a self-starter, a trusted cross-functional collaborator, and a strategic thinker who owns projects from ideation to execution. The ideal candidate is a proactive communicator and critical thinker with a strong background in revenue systems, process improvement, and project management—comfortable navigating ambiguity in a dynamic, fast-paced environment.

Job Duties:

• Act as a strategic partner to stakeholders by identifying business problems and proactively proposing scalable solutions through the entire customer journey.

• Document and analyze current and proposed future state workflows to identify areas for improvement through process mapping.

• Use and recommend best practices when designing and delivering solutions to improve business process and efficiency in Salesforce and Gainsight and other integrated applications.

• Implement and maintain KPIs to track the effectiveness of new solutions, while using data-driven insights to continuously seek opportunities for innovation to drive ongoing improvements.

• Take full ownership of initiatives and projects, including timeline, requirements gathering, stakeholder alignment, testing, launch, and post-launch support.

• Able to proactively prioritize work based on impact, urgency, and alignment to business goals—ensuring clarity of focus amidst competing requests and with little direction.

• Build strong, trust-based relationships across cross-functional teams by proactively learning their goals, workflows, and pain points—ensuring solutions are tailored to how teams actually operate, not just how processes are designed.

• Confidently make decisions using business judgment, data analysis, and input from stakeholders.

• Participate in team events during the Software Development Lifecycle (SDLC).

  • Including, but not limited to the following: daily stand-up, sprint planning, sprint review, sprint demos, User Acceptance Testing (UAT).

• Develop user stories, use cases, and functional specifications to effectively communicate requirements to developers.

• Lead (UAT) to ensure the tool meets requirements and functions as intended.

• Gather user feedback and analyze usage data post-launch to inform future enhancements and updates.

• Partner with the Business Technology Teams to align business roadmap with cross-team capacity and prioritization for system development.

• Perform ad-hoc or Business As Usual (BAU) requests from stakeholders.

What you'll need:

• Bachelor’s in Computer Science, Computer Information Systems, Business Management, Business Administration, or a related engineering or business field.

• 3+ years of related work experience in the following:

  • Must have business operations experience within SaaS and a strong knowledge of the customer journey.

  • Demonstrated experience working independently on complex projects with minimal supervision.

  • Leading business transformation or cross-functional initiatives that delivered measurable outcomes.

  • Must have strong prioritization skills and experience managing a portfolio of projects and BAU work.

  • Creating process maps, writing technical user stories, documenting business requirements and running user acceptance tests.

  • Cross-functional (written & verbal) communication, with the ability to simplify and explain complex problems to stakeholders of all levels and backgrounds.

  • Ability to effectively prioritize and manage changing priorities, recurring or ongoing tasks, and significant projects.

  • Understanding business information is necessary to make effective business decisions in areas of expertise.

  • Understanding the business to apply knowledge and drive system & process best practices to meet organizational objectives.

  • Self-sufficient and critical thinker, and able to work with little direct supervision.

  • Gainsight, Salesloft, and/or Smartsheet experience preferred

  • Salesforce experience is a must, with Service Cloud preferred.

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.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

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 strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $93,800 USD - $125,400 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.