Business Analyst

5 days ago

Bengaluru, India Optimo Capital Full time

Optimo Capital,
founded in 2023 by
Mr. Prashant Pitti (co‑founder of EaseMyTrip and alumnus of IIT Madras),
is a Bengaluru‑based NBFC focused on empowering underserved MSMEs in India

Role Description: Business Analyst

The
Business Analyst (BA)
will act as a strategic link between business teams, product owners, and technology teams. The role involves gathering, analyzing, and documenting business requirements, translating them into functional specifications, and ensuring successful implementation of technology solutions that align with business objectives in the
lending (LAP) domain
.

The BA will be responsible for driving process improvements, enabling data-driven decision-making, and ensuring smooth product adoption across stakeholders.

Location: Bangalore

Key Responsibilities

  • Provide
    Level 1 and Level 2 technical support
    for SaaS-based LAP mobile and web applications, ensuring client issues are resolved within defined SLAs and maintaining high customer satisfaction.
  • Monitor, track, and resolve support tickets through the internal helpdesk system; conduct
    root cause analysis (RCA)
    for recurring or critical issues.
  • Act as a
    liaison between internal clients, engineering/product teams, and external vendors
    , ensuring timely escalation and resolution of unresolved issues.
  • Support
    new client onboarding
    , including application configuration, feature setup, and ensuring smooth user adoption.
  • Assist clients with
    report generation, documentation, and product usage
    related to LAP lending workflows.
  • Perform
    User Acceptance Testing (UAT), regression testing, and quality checks
    for new features and releases in collaboration with product and QA teams.
  • Develop, update, and maintain
    support documentation
    (FAQs, knowledge base articles) and provide user training as required.
  • Contribute to
    application upgrades, new feature rollouts, and change requests
    , ensuring seamless deployment and system stability.

Required Skills

  • 1–2 years of relevant experience
    in SaaS application support, preferably within lending or NBFC domains.
  • Strong understanding of
    SaaS product architecture, configurations, and cloud deployment fundamentals
    .
  • Hands-on experience with
    helpdesk/ticketing tools, incident management, SLA-driven support, RCA, and reporting
    .
  • Excellent
    communication and problem-solving skills
    , with the ability to simplify technical issues for non-technical users.
  • Familiarity with
    lending workflows (Loan Against Property – LAP)
    and related NBFC compliance/documentation practices.
  • Proficiency in creating
    BRDs, FRDs, process flows, and use cases
    .
  • Knowledge of
    UAT processes, software deployment cycles, and quality assurance methodologies
    in SaaS environments.

Intrested candidate can share the resume to

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