About the role
Ready to be a Titan? ServiceTitan is looking for a Senior Business Analyst to join our Revenue Solutions Post Sales team in India. This role focuses on the day-to-day operational needs of the post-sales organization, including handling incoming requests, resolving production support tickets, executing Business As Usual (BAU) work, and maintaining and improving our revenue systems. The right candidate will be detail-oriented, reliable, and comfortable learning how to work across Salesforce and Gainsight to keep our post-sales processes running smoothly. This is a great opportunity for someone who enjoys solving problems, working cross-functionally, and building expertise in complex systems within a fast-paced SaaS environment.
What you'll do: Serve as a primary point of contact for incoming BAU tickets, triaging, troubleshooting, and resolving issues in a timely manner. Document current-state workflows and proactively identify areas for incremental improvement through process mapping and analysis. Identify system changes needed including validation rules, flows, page layouts, email alerts, and picklist modifications. Perform data analysis and generate reports to support operational decision-making and track the effectiveness of implemented solutions. Partner with cross-functional teams (Customer Success, Onboarding, Billing, Deal Desk, BizTech) to understand their needs and deliver solutions that align with how teams operate. Support User Acceptance Testing (UAT) by writing and executing test cases to confirm that solutions meet business
requirements. Participate in team ceremonies throughout the Software Development Lifecycle (SDLC), including daily standups, sprint planning, sprint reviews, and demos. Write clear user stories with functional and technical specifications to communicate
requirements to developers when needed. Gather user feedback and analyze post-launch usage data to inform future enhancements. Maintain and update documentation for processes, system configurations, and standard operating procedures. Identify and troubleshoot Salesforce (Service Cloud) and Gainsight to support post-sales workflows and business processes. Perform ad-hoc requests from stakeholders as needed. What you'll bring: A self-starter mentality with critical thinking skills and the ability to work with minimal direct supervision. Proactively identify process gaps or downstream impacts. Experience working in business operations within a SaaS environment, with a strong understanding of the customer lifecycle. Demonstrated ability to troubleshoot system issues, analyze root causes, and document independently. Willingness to learn how to create process maps, writing user stories, documenting business