WHAT YOU’LL DO:
As a Sr. Business Analyst, GTM Operations at Kaseya, you will play a key role in supporting Quote to Cash (QTC) Billing processes by triaging, troubleshooting, and resolving issues from inception to root cause. Your work will directly impact customer satisfaction by ensuring the seamless delivery of services. You’ll collaborate across global teams and systems, including Salesforce, NetSuite, Snowflake, and more, to identify and implement best-in-class solutions. This role requires strong business acumen and the ability to create scalable support processes aligned with measurable KPIs.

WHAT WE ARE LOOKING FOR:
A proactive, self-motivated problem solver with extensive experience in business analysis and operational support, particularly within GTM, Sales, Financials, and Billing processes. The ideal candidate will have a deep understanding of QTC processes, be data-driven, and excel in cross-functional collaboration. You should be passionate about driving continuous improvement and delivering exceptional customer experiences.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• QTC Billing Support: Triage and troubleshoot billing-related issues end-to-end to identify root causes and resolutions.
• Best Practices: Establish and enforce incident management, problem management, change management, and service level management best practices.
• Customer-Centric Approach: Promote a culture of collaboration, innovation, and continuous improvement with a focus on customer service.
• Operational Acumen: Understand GTM, Sales, Operations, Financials, and Billing processes to streamline workflows and solutions.
• Cross-Functional Partnership: Collaborate with Product, Engineering, and regional teams (ASIA, EMEA, and Americas) to ensure delivery on objectives.
• Process Optimization: Define and communicate global process and data standards to enable scalable operations.
• Vendor Management: Work with third-party vendors to enhance processes and solutions.
• Reporting & Metrics: Track and report on SLAs/KPIs to drive improvements in support efficiency and customer satisfaction.

WHAT YOU’LL BRING:

• Experience: 3–5 years of business analysis experience with hands-on involvement in systems and business processes.
• Education: Bachelor’s degree in Business Management, Information Systems, or a related field (or equivalent work experience).
• Technical Proficiency: Knowledge of Salesforce CRM/CPQ, Oracle ERP/NetSuite, Snowflake, Mulesoft, and Power BI preferred.
• Skills:
  • Strong analytical and problem-solving abilities.
  • Excellent communication and leadership skills to influence and motivate others.
  • Exceptional data management and reporting capabilities.
• Attributes:
  • Flexible and adaptable in a fast-paced environment.
  • Customer-oriented with a passion for delivering value.
  • Proven ability to establish scalable support processes.

WHY KASEYA?
Be part of a rapidly growing tech company with high visibility and impact. Join a team that values innovation, continuous improvement, and exceptional customer experiences. In this role, you’ll have the opportunity to:

• Drive measurable outcomes in a global, dynamic environment.
• Collaborate with talented teams across regions.
• Influence the scalability and efficiency of critical business processes.

If this sounds like the perfect next step for your career, apply today—we’re excited to meet you!