Ad Hoc LLC is a technology company that empowers organizations to deliver scalable, impactful digital services. The Senior Business Analyst will drive customer engagement and requirements management, bridging the gap between technical teams and end-users while ensuring a seamless onboarding journey and robust support ecosystem.
Responsibilities:
- Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations
- Own the end-to-end user onboarding process
- Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle
- Own the support ticket platform roadmap
- Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements
- Present analysis results and program status to key stakeholders
- Build relationships with leadership and summarize complex initiatives into high-level, actionable insights
- Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates
- Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations
- Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks
- Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement
Requirements:
- Bachelor's degree and 7+ years of experience
- Relevant years of experience may be substituted for education
- Extensive experience in customer-facing roles with a proven ability to engage in regular user outreach and resolve complex issues
- Ability to learn and explain technical concepts related to data warehousing and data analytics to non-technical users
- Demonstrated 'growth mindset' with experience identifying friction points and implementing more efficient workflows
- Proven ability to manage multiple high-priority efforts simultaneously, including platform management, onboarding, and recurring program events
- Extensive experience with industry standards, requirements management tools, and support ticket platforms
- Ability to obtain/maintain any of the following certifications PMI, CAP, ECBA, CBAP, PBA or other related certifications
- Basic familiarity with SQL and/or Python is beneficial but not required