Location: Hybrid - 2 days per week in our Ballymena HQ, Co Antrim.
Contract type: Permanent
Flexibility to accommodate occasional travel and working US hours may be required.
We’re seeking a proactive and solutions-driven SaaS Business Analyst to join our Onboarding team. Reporting into the Onboarding Manager, you’ll be pivotal in bridging the gap between client needs and technical delivery. You will optimise onboarding workflows, refine product handovers, and drive process improvements that enhance customer experience and operational efficiency.
This role involves close collaboration with clients, internal stakeholders, and technical teams to translate complex requirements into actionable solutions that deliver measurable value.
If you thrive at the intersection of data, process, and people—and enjoy turning complexity into clarity—this is your opportunity to make a tangible impact on customer success and product delivery.

Requirements Gathering & Analysis

• Collaborate with stakeholders to elicit, document, and prioritise business requirements using MoSCoW, SIPOC, SWOT, and other frameworks.
• Translate client needs into clear functional specifications for development and implementation teams.
• Identify potential risks or gaps in onboarding and delivery processes, and work with teams to mitigate.
• Ensure compliance with internal standards and contractual obligations

Requirements Gathering & Analysis

• Collaborate with stakeholders to elicit, document, and prioritise business requirements using MoSCoW, SIPOC, SWOT, and other frameworks.
• Translate client needs into clear functional specifications for development and implementation teams.
• Identify potential risks or gaps in onboarding and delivery processes, and work with teams to mitigate.
• Ensure compliance with internal standards and contractual obligations.

Process Optimisation

• Map and improve SaaS onboarding and implementation workflows, identifying bottlenecks and opportunities for automation.
• Design and maintain scalable handover protocols between Product and Implementation teams.
• Collaborate with Customer Success to ensure seamless transition from onboarding to steady-state support.

Stakeholder Engagement

• Facilitate workshops, discovery sessions, and feedback loops with cross-functional teams.
• Act as a trusted advisor to internal teams and clients, ensuring alignment between business goals and technical execution.
• Partner with Product Management to feedback recurring client needs into the product roadmap.

Documentation & Communication

• Create and maintain high-quality documentation including business cases, user stories, process maps, and SOPs.
• Use documentation to keep internal and customer teams aligned and informed.

Communicate effectively to both technical and non-technical audiences.