We’re building the operating system for the trades, a critical industry that’s been underserved by technology for far too long. Founded by the sons of hard working tradespeople and backed by top investors, our platform delivers a seamlessly integrated experience that enables thousands of business owners to accelerate growth, drive operational efficiencies and deliver a superior customer experience. We currently serve over ten trades industries, and we’re just getting started. Joining our team means that you’ll have the opportunity to make an outsized impact on the trades ecosystem and world at large. Are you built for the challenge?

ServiceTitan is looking for a Senior Business Analyst (Post Sales) with strong communication, organization, and critical thinking skills to join the Post-Sales Solutions team within the Customer Strategy & Operations organization. In this role, you’ll help deliver results focusing on optimizing and automating current processes. You’ll use your knowledge of processes and KPIs to solve business problems, leveraging technology and data-driven insights to define a scalable vision and measurable success metrics. Successful candidates are passionate about creating positive customer experiences and can produce inventive solutions to ensure our teams make decisions with confidence. This role will primarily support Post Sales and work cross-functionally with key stakeholders including Professional Services, Customer Success, Technical Support, Enablement, and Business Technology.

What you'll do:

• Participates in team events during the SDLC (e.g., daily stand-up, sprint planning, sprint review, sprint demos).
• Ability to analyze, translate, and define business requirements into technical solutions.
• Document and analyze current and proposed future state workflows to identify areas for improvement through process mapping.
• Develop user stories, use cases, and functional specifications to effectively communicate requirements to developers.
• User Story prioritization to align with project roadmap and strategic initiatives.
• Own project/request progress, provide updates to stakeholders, and make adjustments as needed for timely delivery.
• Assist in user acceptance testing to ensure the tool meets requirements and functions as intended.
• Own project/request launch by collaborating with Enablement and stakeholder teams.
• Gather user feedback and analyze usage data post-launch to inform future enhancements and updates.
• Perform ad-hoc or BAU requests from stakeholders.

What you'll need:

• Bachelor’s degree is preferred or equivalent work experience
• 4+ years of business operations experience in SaaS (or similar) with a strong understanding of the customer journey
• Salesforce (SFDC) administration experience required
• Experience with visual modeling, process mapping, value stream mapping, and process improvement. Using tools such as Miro, Visio or Lucidchart is a plus
• Ability to work backward from stakeholder needs to design and operationalize relevant system processes
• Excellent written and verbal communication skills with the ability to collaborate effectively with the business, operations and technology teams.
• Ability to work against tight timelines; Project management experience is a plus