Technical Business Analyst - Applications Support

Job Title: Technical Business Analyst (Application Support Engineer)

Experience: 5+ Years

Industry: Retail / E-commerce (Mandatory)

Note: Immediate joiners preferred

Job Overview

We are seeking a skilled Technical Business Analyst with a strong background in application support for Shopify-based systems. The ideal candidate will have over 5 years of experience in technical analysis and support roles, preferably in retail or e-commerce domains. You will play a key role in analyzing, resolving, and documenting issues, while collaborating with cross-functional teams to ensure high availability and performance of business-critical systems.

Key Responsibilities

• Issue Resolution: Analyze, diagnose, and resolve technical issues in the Shopify environment.
• Requirement Analysis: Gather, analyze, and document requirements for issue resolution and feature enhancements.
• Root Cause Analysis: Investigate recurring issues and implement long-term solutions with development teams.
• Prioritization & Triage: Prioritize issues based on business impact and urgency, ensuring timely resolution of critical incidents.
• Collaboration: Work closely with developers, QA, and support teams to facilitate resolutions and improve system performance.
• Client Interaction: Serve as the liaison between business stakeholders and technical teams, providing updates and guidance.
• Process Improvement: Propose improvements to enhance support processes and reduce issue turnaround time.
• Documentation: Maintain thorough documentation of processes, known issues, and resolutions.
• Monitoring & Reporting: Track support KPIs and generate reports on issue trends and system performance.

Qualifications

• Experience: 5+ years as a Technical Business Analyst or Application Support Engineer in fast-paced environments.
• Domain: Must have Retail or E-commerce background.
• Technical Skills:
• Proficiency in web technologies: HTML, CSS, JavaScript, and APIs.
• Experience with Shopify (preferred) or other e-commerce platforms.
• SQL or similar querying skills for data extraction and analysis.
• Analytical Skills: Strong problem-solving ability to handle complex system issues.
• Communication: Excellent verbal and written communication to interact with both technical and non-technical stakeholders.
• Project Management: Capable of managing multiple tasks, prioritizing support tickets, and meeting deadlines.
• Documentation: Skilled in creating detailed technical/process documentation.
• Teamwork: Strong collaboration skills and the ability to work in cross-functional teams.

Preferred Skills

• Experience in Agile/Scrum methodologies.
• Familiarity with monitoring/logging tools.
• Prior experience in issue diagnostics and performance monitoring tools.