Business Systems Analyst

We are looking for a Business Systems Analyst to support users of a SaaS platform and serve as a trusted resource for resolving functional and technical questions. This Long-term Contract position is based in Independence, Ohio, and is ideal for someone who can partner closely with an experienced product support specialist while building a strong understanding of proven support practices. The role combines user support, process documentation, training, and cross-functional collaboration to improve the overall experience for end users.

Responsibilities:

• Investigate and resolve user-reported system issues by identifying root causes and delivering timely, practical solutions.
• Support end users in navigating SaaS functionality, clarifying features, and helping them use the application effectively in day-to-day work.
• Assist with onboarding activities by introducing new users to system workflows, usage standards, and available support resources.
• Maintain accurate records of requests, findings, and resolutions to ensure clear documentation and knowledge sharing.
• Partner with product and development teams to communicate defects, track recurring issues, and contribute to product enhancements.
• Gather feedback from users and translate common pain points into actionable insights for internal stakeholders.
• Lead or support training sessions that strengthen user understanding of system capabilities and best practices.
• Participate in testing efforts to validate system performance, identify defects, and help maintain a dependable user experience.
• Work closely with an established Product Support Specialist to learn successful support methods, communication approaches, and team standards.
• Experience in business analysis, business systems support, or application support within a software-driven environment.
• Working knowledge of troubleshooting techniques for resolving end-user and system-related issues.
• Familiarity with Agile Scrum concepts and the ability to collaborate effectively with cross-functional teams.
• Strong documentation skills, including the ability to capture support activity, issue details, and resolution steps clearly.
• Experience delivering user training, onboarding assistance, or other instructional support for software applications.
• Understanding of quality assurance practices, including testing workflows and identifying software defects.
• Effective communication skills with the ability to explain technical information to users with varying levels of system knowledge.