Business Analyst

Ping Identity•Denver, CO

9d•Hybrid

About The Position

As a Business Analyst reporting to the Director of Business Transformation Strategy within Ping Identity’s Business Transformation Office (BTO), you will play a critical role in Ping’s commitment to rapidly and strategically evolve the company’s core business systems and processes. This role is expected to engage in and/or lead activities related to software development, people change management, data governance, process improvement, business policy change, and reporting/analytics. The ability to work with all levels of management and leadership, gain understanding of new business process areas and/or technologies, and drive favorable outcomes out of unstructured challenges will be critical to the success of this individual.

Requirements

Bachelor’s degree in Finance, Business Administration, Economics, Computer Science, or related field (and/or equivalent experience).
3+ years of Consulting, Customer Success, Customer Support, Professional Services, Operations, and/or Business experience managing business process change and technology implementation projects.
Experience in Business Analysis; familiarity with SDLC methodologies, Agile, SCRUM, and Waterfall.
Instinct to ask relevant probing questions that get to the “why” behind business requests to achieve exceptional outcomes.
Strong critical thinking and verbal/written communication skills, with the ability to distill meaningful and accurate information from potentially ambiguous business descriptions.
Working understanding of Salesforce Service Cloud and/or Experience Cloud, related business applications such as Jira/Jira Service Management, Gainsight, or Professional Services tools, and common Customer Journey processes such as case management, customer onboarding, customer success, customer enablement, customer delivery, renewals, and entitlements.

Nice To Haves

A business or technology consulting background.
Strong leadership, diplomatic, and motivational skills including the ability to lead up, across, and down multiple business and technology organizations.
Demonstrated experience with process mapping, user acceptance testing, release readiness, production handoffs, or change and adoption activities.
Technically competent with various business applications, including but not limited to Google Enterprise Application Suite, Microsoft Office (Word, Excel, PowerPoint, Visio), Smartsheet, and Lucidchart.
Experience using the Atlassian suite—particularly Jira, Jira Service Management, and Confluence—to manage backlogs, document requirements, coordinate workflows, and support delivery reporting.
Demonstrated experience working in cross-functional teams that include Customer Success, Global Support, Professional Services, Training, Renewals, Information Systems, product managers, data/BI teams, or artificial intelligence teams.

Responsibilities

Facilitate and drive strategic conversations with business stakeholders and technical teams to elicit, analyze, document, communicate, and validate business requirements, processes, and solution design.
Co-own prioritized Customer Journey initiatives with business stakeholders, gradually assuming responsibility for defined business domains, stakeholder relationships, and delivery artifacts.
Lead discovery sessions to define Customer Journey use cases across Customer Success, Global Support, Professional Services, Training, Renewals, and related customer and partner operations, with an emphasis on customer outcomes, speed to value, customer satisfaction, adoption, retention, and operational efficiency.
Lead hands-on work to translate business requirements into epics, features, user stories, acceptance criteria, and business application backlogs.
At times, conduct and/or facilitate user acceptance testing to accelerate business validation of new Customer Journey features and capabilities.
Support production readiness, deployment coordination, structured handoffs, and post-release hypercare for assigned initiatives.
Successfully engage in multiple, simultaneous initiatives that span one or multiple functions and/or systems, estimate time and effort required to deliver, and report progress toward delivery goals.
Understand interdependencies between people, process, data, and technology needs, including impacts across customer-facing and internal operating teams.
Document current-state and future-state processes, clarify roles and ownership, and identify opportunities to improve customer and employee experiences.
Facilitate demonstrations and occasional training or enablement activities around the release of new enhancements or functionality.
Assist with change management plans by analyzing the impact of change on various business stakeholders and supporting adoption of new processes and capabilities.
Work creatively, analytically, and independently in a problem-solving environment demonstrating teamwork, innovation and excellence.