Sr BA

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Role: The Business Analyst / Product Owner will serve as the Subject Matter Expert (SME) for Google Ad Manager (GAM) within the L1 support program. This role combines product ownership with customer support leadership, ensuring accurate resolutions for enterprise clients while driving process improvements. The candidate will own product knowledge, manage support workflows, and collaborate with cross-functional teams to enhance customer experience and operational efficiency.

Product Expertise & SME Ownership

Develop deep knowledge of GAM features, configurations, and workflows.
Act as the go-to SME for L1 support teams, providing guidance on complex cases.
Maintain and update product issues documentation, quick-reference guides, and knowledge bases.

Customer Support Leadership

Own escalated customer interactions, ensuring clarity, professionalism, and empathy.
Tailor communication for enterprise clients and maintain positive sentiment.

Requirements, Process Improvement and Defect management

Analyse recurring support patterns and translate them into actionable product/process enhancements.
Collaborate with product and engineering teams to refine workflows and improve customer experience.
Log defects with precise reproduction steps and supporting evidence.
Track escalations to closure and update knowledge assets post-resolution.

Knowledge Management

Lead knowledge-sharing sessions and contribute to internal training initiatives.
Suggest improvements to documentation and support processes.

Minimum Qualifications

Excellent written and verbal communication skills - clear, concise, and customer-centric.
Strong analytical and structured problem-solving abilities.
Ability to quickly learn complex AdTech product concepts and work independently.
Experience in digital advertising platforms, product operations, consulting, or functional QA.
Familiarity with Agile practices and tools (e.g., Jira, Confluence).
Comfortable working in shifts (NA: 7:30 PM – 5:30 AM, EMEA: 1:30 PM – 11:00 PM).

Key Skills

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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