SaaS Business Analyst

Location: Hybrid – 2 days per week in our Ballymena HQ, Co Antrim.

Contract type: Permanent
Flexibility to accommodate occasional travel and working US hours may be required.

We’re seeking a proactive and solutions-driven SaaS Business Analyst to join our Onboarding team. Reporting into the Onboarding Manager, you’ll be pivotal in bridging the gap between client needs and technical delivery. You will optimise onboarding workflows, refine product handovers, and drive process improvements that enhance customer experience and operational efficiency.

This role involves close collaboration with clients, internal stakeholders, and technical teams to translate complex requirements into actionable solutions that deliver measurable value.

If you thrive at the intersection of data, process, and people—and enjoy turning complexity into clarity—this is your opportunity to make a tangible impact on customer success and product delivery.

What you will do :

Requirements Gathering & Analysis

• Collaborate with stakeholders to elicit, document, and prioritise business requirements using MoSCoW, SIPOC, SWOT, and other frameworks.
• Translate client needs into clear functional specifications for development and implementation teams.
• Identify potential risks or gaps in onboarding and delivery processes, and work with teams to mitigate.
• Ensure compliance with internal standards and contractual obligations.

Process Optimisation

• Map and improve SaaS onboarding and implementation workflows, identifying bottlenecks and opportunities for automation.
• Design and maintain scalable handover protocols between Product and Implementation teams.
• Collaborate with Customer Success to ensure seamless transition from onboarding to steady-state support.

Stakeholder Engagement

• Facilitate workshops, discovery sessions, and feedback loops with cross-functional teams.
• Act as a trusted advisor to internal teams and clients, ensuring alignment between business goals and technical execution.
• Partner with Product Management to feedback recurring client needs into the product roadmap.

Documentation & Communication

• Create and maintain high-quality documentation including business cases, user stories, process maps, and SOPs.
• Use documentation to keep internal and customer teams aligned and informed.
  Communicate effectively to both technical and non-technical audiences.

What we are looking for :

• 3+ years proven experience as a Business Analyst in a SaaS or tech environment .
• Strong grasp of business analysis frameworks and tools (e.g., MoSCoW, SIPOC, SWOT).
• Familiarity with SaaS delivery models, onboarding processes, and/or client lifecycle management.
• Experience of stakeholder management/workshop facilitation
• Experience in change management – process improvement
• Experience with project management or product tools (e.g., Jira, Confluence, Asana)

Desirable Experience – Its not a deal breaker, but ideally you will have:

• Six Sigma Black Belt Certification or equivalent experience in structured process improvement methodologies

Why should you join PlotBox ?

• We have a clear mission – and a sense of pride in doing what we do – to ultimately lessen people’s pain at the most difficult time of their lives; this means a lot to our team.
• We are a global company with over 120 colleagues based across the UK, Australia and North America. You’ll undoubtedly broaden your understanding and appreciation of global operations.
• We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset.
• We are proud that, since 2020, we have received our Great Place to Work Certification – our staff have told us loud and clear that they love working for PlotBox.
• We have also been recognised as one of the UK’s Best Workplaces for Development 2024 – we invest in employee growth; we nurture every career.
• We are a truly diverse and inclusive workplace; we are proud to boast 43% femalé representation – which is almost double the average within the tech industry and helped put us on the UK’s Best Workplaces for Women listing in 2023
• Our focus on wellbeing and a supportive culture has seen us ranked on the UK’s Best Workplaces for Wellbeing list (2023)
• One of our core values is trust; you are trusted to do your job without someone micro-managing – we expect people to give their best efforts in return

Life at PlotBox – we appreciate that we may not be the right workplace for everyone, so below we have laid out what life at Plotbox is really like so you can decide if a career at PlotBox is for you !

• We are a growing / scaling company – as such we don\’t always have everything neatly mapped out so you have to be comfortable with ambiguity sometimes
• A 40 hour working week and flexible working hours. We ask everyone to be in the office during our core hours from 10-4pm meaning you can balance your work hours around life’s commitments.
• Hybrid working – for most roles, our staff work 2 days per week in the office and we love the opportunity it gives us to collaborate face to face.
• We believe in continuous improvement – so that can mean change is a pretty constant thing for us – we need our people to embrace change as opposed to resisting it
• We believe feedback is crucial to development so we will create a safe environment where you can take onboard feedback and use it to improve – but we can\’t force you to take the feedback on board; that\’s your choice
• We will support and nurture you – but we need you to show initiative, be able to tackle problems, roll with the challenges and get stuff done
• There is no room for ego round here – everyone is here because they bring something to the table – all voices are heard and respected
• We support our employees’ health and wellbeing with regular wellbeing initiatives and a health cash plan, access to EAP and additional counselling support
• Our life assurance policy ensures your loved ones are looked after should the worst happen *
• Our flexible benefits suite allows you to flex-up (or down) on on benefits depending on what is most useful to you and your family at the time
• Career mobility and progression which is based on merit as opposed to ‘time-served’ as well as the opportunity to travel to our global sites and visit customers when they need us on the ground.
• Active social and charity committee – lots of social events throughout the year including a summer social, Christmas party, Easter events, quizzes, book club, walking groups, coffee mornings and many many more.
• We offer Cycle to work scheme and discounted gym membership if that’s your thing!
• Quirky office set on a beautiful nature reserve with fully-stocked fridges and larders
• Free parking too!

PlotBox is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all qualified candidates regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic that makes you who you are.. All employment decisions are based on qualifications, merit, and business needs.

If you require any reasonable adjustment or wish to speak to a member of our Talent team about tailoring the recruitment process to your needs please email careers@plotblox.io stating the role you are applying for.

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