Technical Business Anslyst

JOB TITLE:

Technical Business Analyst SUMMARY OF WORK:

As a Technical Business Analyst at Sages Networks, you will play a crucial role in the success of our customer onboarding team. You will work directly with government agency staff to understand their workflows, gather and document requirements, and implement those requirements through configuration, scripting, testing, and hands‑on training for both customer staff and internal personnel. You will work closely with customers, management, and technical staff to analyze, document, and identify business and technical solutions to business problems and needs.

Manage project deadlines and coordinate teams in our customers' organizations and inside our company to ensure that project dependencies are fulfilled in a timely manner and provide timely updates to customers about progress and follow‑up on project dependencies pending from the customer side.

In this role, you will work closely with our development team, translating customer-reported issues, pain points, and feature requests into clear, actionable inputs for engineering. You will also participate in sales demonstrations and customer discovery meetings from time to time, helping prospective customers understand how Sages Gov can be configured to meet their specific needs.

• Take ownership of new accounts and manage their onboarding.
• Understand requirements documents sent by our customers and configure the Sages Gov software platform to model their requirements.
• Troubleshoot issues faced by our customers by:
  • Gaining a clear understanding of the issue being faced by the customer
  • Gaining a clear understanding of behavior the customer expects
  • Gaining a clear understanding of the configuration currently in place in the Sages Gov software platform for the customers' organization/jurisdiction
  • And finally, either explaining or clarifying why the current behavior is correct or coming up with a plan/sequence of steps to fix the current behavior
• Design and deliver training for both customer staff and internal team members, covering platform features, workflows, and configuration, tailored to the audience's role and technical background.
• Create / Contribute to technical documentation such as Business Requirements documents and test scripts.
• Understand the type of services the government entity offers its citizens / constituents / customers.
• Understand the information or input the government entity collects from their customers to process requests.
• Understand the steps taken by the government entity or the internal workflow followed to process customer requests to completion.
• Understand the roles / groups / departments inside the government entity who participate in the processing of a request.
• Understand the sequence in which these roles / groups / departments are involved in the processing of requests.
• Understand the outcome / goal of processing the request - from a customer standpoint and from the standpoint of a staff person.
• Understand the domain/use-cases that Sages Gov caters to:
  Document Reviews, Permitting, Inspections, Issuance of Certificates / Notices / Documents / Citations / Licenses
• Leverage AI tools to increase personal productivity and output quality, including drafting and refining customer-facing communications, generating first drafts of requirements documents and meeting notes, researching unfamiliar domain topics, and troubleshooting configuration or scripting problems, while maintaining accountability for the accuracy and quality of all work product.
• Utilizes standard reporting tools such as Microsoft Report Builder to write, maintain and support a variety of reports or queries for customers.
• Understand the ins and outs of the features of the Sages Gov software platform.
• Do…