Pendo Business Systems Analyst || G.C / U.S.C
6+Months
Hybrid (2 Days a Week)
Overview:
We’re looking for a technically fluent Business Systems Analyst to partner with product, engineering, and business teams to improve user experience and adoption across custom, web-based applications. You will translate business objectives into clear requirements, shape instrumentation plans, and leverage Pendo and related analytics tools to surface actionable insights. You don’t need to code, but you should understand how web apps work, how user behavior is tracked, and how analytics guide product decisions.
Key Responsibilities:
- Elicit, refine, and document business and technical requirements for application enhancements and UX improvements.
- Convert objectives into user stories, acceptance criteria, and test scenarios; manage backlog and prioritization with product owners.
- Define and validate analytics instrumentation (e.g., event/tagging strategies) to measure feature usage and user journeys.
- Collaborate across Dev/QA/Clone/Staging/Prod to validate requirements, support testing/UAT, and assess release impacts.
- Partner with Pendo stakeholders to configure/validate tagging, segments, funnels, and guides; ensure data quality and governance.
- Analyze usage trends, engagement patterns, and adoption metrics to inform roadmaps and recommend improvements.
- Coordinate work intake, incidents, and change requests via Jira and ServiceNow; track progress and communicate status.
- Produce clear documentation for workflows, dependencies, environment considerations, and support processes.
- Contribute to dashboards and reports that translate behavioral data into KPIs and insights for non-technical audiences.
- Identify and resolve ambiguity, align stakeholders, and facilitate cross-functional decision-making.
Required Qualifications:
- 3+ years in Business Analyst/Business Systems Analyst or similar role supporting applications/platforms.
- Working knowledge of web fundamentals (HTML/CSS and what JavaScript does in the browser) sufficient to discuss UI behavior, events, and tagging.
- Hands-on experience with Jira and ServiceNow for work intake, tracking, and operational support.
- Experience supporting in-house/custom-built web applications across lower environments and production.
- Data literacy: ability to define metrics, validate tracking, and interpret usage/behavioral insights.
- Strong stakeholder management, facilitation, and communication skills; comfortable bridging technical and non-technical teams.
- Proven ability to write clear requirements, user stories, and acceptance criteria and support UAT.
Preferred Qualifications:
- Practical experience with Pendo (tagging/features/pages, segments, funnels, guides, dashboards).
- Exposure to tools such as WalkMe, Amplitude, Google Analytics, Mixpanel, Whatfix, Userpilot, Gainsight PX, Appcues, Userlane, or Smartlook.
- Experience with Power BI or similar BI/visualization tools; ability to build or refine dashboards.
- Basic SQL for querying and validating data.
- Familiarity with instrumentation strategies, event taxonomies, and analytics governance.
- Knowledge of Agile/Scrum practices, release management, and change control processes.
Education:
- Bachelor’s degree in Information Systems, Computer Science, Business, or equivalent practical experience.
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