Business Analyst / Senior Business Analyst - US Shift

Bengaluru, Karnataka, India | Customer Success | Full-time


About Us:

Odessa is a U.S. company with offices in Philadelphia, USA and Bangalore, India. Our leasing solutions power a client base comprised of leading global financial institutions that operate across market segments. We transform bold ideas into breakthrough outcomes for clients that drive the economy through equipment and fleet leasing: IT, healthcare, transportation and more.

We believe that great outcomes and customer satisfaction are everything. It’s what drives us to turn bold ideas into transformational solutions for leasing and loan management. By combining digital technologies with what works across a diverse customer base, we use an agile approach to co-innovate with clients to help them solve their toughest problems.

As the largest technology provider in the leasing industry, Odessa provides a feature-rich ERP solution with broad integrations across top CRM, G/L, tax, credit and leading enablement applications. As a complete Platform, Odessa delivers a total solution for commercial lending companies, driving the future of asset finance. With best-in-class functionality, extensible architecture and a suite of value-added features and services, Odessa helps companies transform their business operations.

Roles & Responsibilities:

The Business Analyst, Client Services will serve as the primary contact for a group of assigned clients and is responsible for maintaining a proactive relationship to provide ongoing support for the Odessa Software system. They will act as the conduit between client stakeholders and Odessa’s technical resources by prioritizing incoming technical and system requests, troubleshooting and resolving requests and escalating to technical counterparts when necessary as per the client’s Service Level Agreement (SLA). Requests can range from simple questions regarding application functionality to more complex problems caused by environmental or other issues. Additionally, this position will be responsible for managing releases, client requests and insuring prompt resolution of issues as per the client’s Service Level Agreement (SLA).

The Business Analyst, Client Services will develop a technical understanding of each unique system they are assigned to support in order to ensure client advice is relevant. They must have the ability to independently describe and demonstrate technical processes within the software application as well as have the ability to describe and document functional errors, root causes, and design for application changes.

Core Responsibilities

  • Participate in the analysis, design, and implementation of Odessa's platform solution
  • Apply specific functional knowledge of the Odessa platform to help guide the design and implementation of our solution offering
  • Conduct requirements gathering, stakeholder interviews and initial client discover work
  • Prepare detailed requirement specifications, functional specifications, use stories and manage the requirements throughout the project lifecycle
  • Obtain and maintain a solid understanding of multiple versions of Odessa’s platform solution in order to provide support to all clients.
  • Strong problem-solving skills and ability to troubleshoot reported issues and define the root cause
  • Makes a diligent effort to gather as much information as possible and try several methods of resolution before escalating to another resource
  • Ability to thoroughly test delivered fixes and documents results
  • Can understand and describe processes within a client’s specific business domain
  • Understands basic client/server and database architectures and how the application communicates to third party systems and internally between application and database
  • Ability to take control of user sessions when needed in order to observe an issue or walk a user through a solution
  • Develops and cultivates an ongoing relationship with assigned clients. 
  • Assignment of priories in accordance to the level of importance of reported items. This may be defined by client or based on defined business process.
  • Document all communication with assigned clients and internal teams.
  • Implement identified solutions within parameters determined by clients’ SLA
  • Coordinate assistance or escalation to appropriate protocol as per Client Service’s Standard Operating Procedures.
  • Serves as the advocate of the client and engages necessary resources external to Client Services to assist with requests or resolution.
  • Regular communication and timely follow-up with clients to ensure reported problems are being addressed.

Experience & Qualifications

  • Experience with a CRM or helpdesk ticket tracking tool (preferably Atlassian Jira).
  • Basic understanding of software requirements and design process.
  • Strong client service & technical skills
  • Must have experience in loans / lending / leasing / mortgage loans

Skills & Competencies

  • Must be detail oriented with a proactive attitude that focuses on creating ideas and plans for correcting issues or handling daily tasks.
  • Excellent written and verbal communication skills.
  • Strong research capabilities and critical thinking skills.
  • Gathers and applies knowledge in a meaningful manner that improves processes and/or offers additional value.
  • Demonstrates ability to learn new concepts quickly, and displays effective problem-solving skills.
  • Able to work as both an individual and as part of a Team, interacting with several different departments in the company.
  • Strong communication, time management, and organizational skills are required.
  • Must be able to work during US Hours