Business Analyst (Ticketing)

Job Summary:

We are looking for a proactive and detail-oriented Business Analyst to join our team. The ideal candidate will have strong experience in requirement gathering, wireframing, documenting business processes, and working with ticketing systems. You will act as a bridge between business stakeholders and technical teams to ensure solutions align with business objectives and user needs.

Key Responsibilities:

• Collaborate with stakeholders to gather, analyze, and document business and functional requirements.
• Translate business needs into clear and concise user stories, use cases, and acceptance criteria.
• Create wireframes, mockups, process flows, and user journey diagrams to visualize features and workflows.
• Manage and track tickets/requests using tools like JIRA, ServiceNow, Zendesk, or similar ticketing systems.
• Maintain detailed documentation, including BRDs (Business Requirement Documents), FRDs (Functional Requirement Documents), and SOPs.
• Participate in daily stand-ups, sprint planning, retrospectives, and other Agile ceremonies.
• Act as a liaison between business users and development teams to clarify requirements and manage expectations.
• Validate deliverables through UAT (User Acceptance Testing) and ensure the solution meets business needs.
• Support change management efforts by providing training materials and assisting end users with adoption.

Required Skills & Qualifications:

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• 3–6 years of experience as a Business Analyst or in a similar role.
• Proven experience with requirement elicitation techniques (interviews, workshops, surveys, etc.).
• Strong knowledge of wireframing tools like Balsamiq, Figma, Lucidchart, or similar.
• Hands-on experience with ticketing tools (JIRA, ServiceNow, Zendesk, Freshdesk, etc.).
• Excellent verbal and written communication skills.
• Ability to work in cross-functional teams and manage multiple stakeholders.