Business Analyst III

Job Title: Business Analyst III – Customer Experience & Entitlement Systems

Location: San Francisco Bay Area (Onsite) Hybrid mode 

Role Overview

We are seeking an experienced Business Analyst III to drive the definition, delivery, and continuous improvement of customer-facing technology solutions. This role will own product and business requirements, collaborate closely with cross-functional teams, and act as a domain expert across entitlement, subscription, and customer success platforms. The ideal candidate brings strong analytical, technical, and stakeholder-management skills within complex enterprise environments.

Key Responsibilities

• Own the delivery and quality of business and product requirements, including product requirements documents (PRDs), epics, user stories, and acceptance criteria.
• Manage and prioritize product and solution backlogs to support continuous improvements in platform capabilities and features.
• Serve as a key liaison between business stakeholders, R&D, IT architecture, engineering, and QA, ensuring alignment and smooth execution throughout the solution lifecycle.
• Partner closely with engineering teams during design, development, testing, and release phases.
• Act as a domain expert and trusted advisor, providing functional leadership and guidance across the organization.
• Analyze customer case trends, support data, and engineering escalations to identify patterns, define root causes, and influence backlog prioritization and roadmap decisions.
• Communicate requirements, progress, risks, and outcomes effectively to both technical and non-technical audiences.

Required Skills & Experience

• 8+ years of experience as a Business Analyst, Senior Business Analyst, or Product-focused Analyst within technology or IT customer experience (CX) environments.
• Strong experience supporting Customer Support and Customer Success operations, including entitlement and consumption management.
• Mandatory experience in one or more of the following areas:
• Entitlement management systems
• Subscription lifecycle management
• Usage tracking and metering
• Customer support and customer success platforms
• Working knowledge of billing models and integrations with CRM, ERP, and billing systems.
• Strong technical foundation with understanding and/or hands-on experience in:
• Software development principles
• Databases and SQL
• Cloud platforms
• Programming languages
• Microservices architecture
• Proficiency in Agile/Scrum methodologies, including participation in sprint planning, backlog refinement, daily stand-ups, and retrospectives.
• Excellent communication, documentation, and presentation skills, with the ability to articulate complex requirements clearly to diverse stakeholders.
• Must be local to the San Francisco Bay Area and able to work onsite.

Education

• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline (Master’s preferred).