Business Analyst

About CloudCover IT

CloudCover IT is a Gartner-recognized leader in tech-enabled IT lifecycle maintenance solutions. Our intelligent CoverIT™ Platform provides software and global maintenance services that help businesses extend hardware lifecycles while reducing costs by over 40%. We serve thousands of customers across 60+ countries through our channel partner network, supporting all major OEM manufacturers with comprehensive third-party maintenance (TPM), managed services, and our suite of purpose-built software applications: ContractHub™, ServiceHub™, and QuoteHub™.

Position Overview

We're seeking an analytical, detail-oriented Business Analyst to bridge the gap between data, market insights, and product strategy. This role combines market research, data analysis, and technical project management to support CloudCover's product development roadmap and client implementations. You'll work closely with Product Owners, Engineering, Sales, Operations, and Customer Success teams to translate business requirements into actionable insights and ensure successful delivery of technical projects across our CoverIT™ Platform.

Key ResponsibilitiesMarket Research & Competitive Intelligence

• Conduct market research on the IT maintenance, third-party maintenance (TPM), and service management software industries
• Analyze competitive landscape including pricing models, feature sets, and go-to-market strategies of competitors (ServiceNow, Salesforce Field Service, etc.)
• Track industry trends, EOSL (End of Service Life) announcements, and OEM manufacturer changes that impact CloudCover's services
• Synthesize research findings into executive summaries, competitive analysis reports, and market opportunity assessments
• Monitor customer feedback channels, case studies, and win/loss analysis to identify market positioning opportunities

Data Analysis & Insights

• Analyze product usage data from CoverIT™ Platform (ContractHub, ServiceHub, QuoteHub) to identify adoption trends and optimization opportunities
• Build dashboards and reports to track key product metrics: NPS, feature utilization, ticket resolution times, contract renewal rates, and customer satisfaction
• Conduct quantitative analysis on customer segmentation, pricing models, and ROI calculations to inform product strategy
• Translate complex data sets into clear visualizations and actionable insights for Product Managers and executive leadership
• Perform cohort analysis, funnel analysis, and customer journey mapping to identify friction points and growth opportunities

Product Support & Recommendations

• Provide data-driven recommendations to Product Managers on feature prioritization, roadmap decisions, and investment opportunities
• Create business cases and ROI models for new features, integrations, or platform enhancements
• Support product discovery through customer interviews, surveys, and requirements gathering sessions
• Document product requirements, user stories, and acceptance criteria in collaboration with Product Owners
• Validate product hypotheses through A/B testing, pilot programs, and proof-of-value (PoV) initiatives

Technical Project Management

• Manage client implementation projects for CoverIT™ Platform deployments, ensuring on-time delivery and stakeholder satisfaction
• Coordinate cross-functional teams (Engineering, Sales, Customer Success, Professional Services) throughout project lifecycles
• Develop project plans, timelines, and status reports for internal stakeholders and external clients
• Facilitate client discovery sessions to gather technical requirements for API integrations, white-label configurations, and custom implementations
• Serve as primary liaison between clients and technical teams for scoping, troubleshooting, and change management
• Track project risks, dependencies, and blockers; escalate issues and recommend mitigation strategies

Required Qualifications

• 2+ years of experience as a Business Analyst, Product Analyst, or similar role in IT Services, B2B SaaS or technology companies
• Strong analytical skills with proven ability to translate data into actionable business insights
• Proficiency with data analysis tools: Excel/Google Sheets (advanced formulas, pivot tables), SQL, and data visualization platforms (Tableau, Looker, Power BI, or similar)
• Experience conducting market research, competitive analysis, and synthesizing findings into executive presentations
• Demonstrated project management experience coordinating technical implementations or product launches
• Excellent written and verbal communication skills; ability to present complex information to diverse audiences
• Strong stakeholder management skills with ability to build relationships across technical and business teams

Preferred Qualifications

• Experience in IT services, managed services, field service management, or ITSM industries
• Familiarity with third-party maintenance (TPM), OEM hardware lifecycles, or IT asset management
• Understanding of SaaS metrics (ARR, churn, NPS, feature adoption, DAU/MAU)
• Experience with agile/scrum methodologies and product management tools (Jira, Aha!, ProductPlan)
• Technical background with knowledge of APIs, REST integrations, or software development processes
• Certification in Business Analysis (CBAP, CCBA) or Project Management (PMP, CAPM, CSM)
• Experience working with channel partner networks or multi-tenant B2B platforms

Technical Skills

• Data Analysis: Advanced Excel/Google Sheets, SQL, statistical analysis
• Visualization: Tableau, Looker, Power BI, or similar BI tools
• Research Tools: Gartner, Forrester, G2, user testing platforms
• Project Management: Jira, Asana, Monday.com, or similar tools
• Product Analytics: Mixpanel, Amplitude, Google Analytics, or similar
• Documentation: Confluence, Notion, Google Workspace, Microsoft Office

Key Competencies

• Analytical Rigor: Exceptional ability to analyze complex datasets and extract meaningful patterns
• Strategic Thinking: Connects data insights to broader business objectives and product strategy
• Communication Excellence: Translates technical concepts into clear, actionable recommendations
• Attention to Detail: Meticulous accuracy in data analysis, reporting, and project documentation
• Adaptability: Comfortable working in fast-paced, ambiguous environments with shifting priorities
• Collaboration: Builds strong working relationships across technical and non-technical teams

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance

Experience:

• Advanced Excel/Google Sheets, SQL, statistical analysis: 3 years (Preferred)
• as a Business/Product role in IT Services: 2 years (Required)

Work Location: Hybrid remote in Charlotte, NC 28206