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Business Support Analyst (# 6227)

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Job Description

Job Title: Business Support Analyst                                                                                                                              

Location: Columbia, SC

Perm/FTE Role

 US citizens and Green Card Holders and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time”

Job Description

  • Business Support Analyst



  • An exciting opportunity for an experienced Business Support Analyst to join our innovative, software solutions business dedicated to driving digital transformation in the legal landscape.
  • The successful candidate will work within our Government Solutions Department which is responsible for supporting software solutions built on core products for customers worldwide.
  • The role is a client facing role and will involve working directly with clients.
  • The role of Business Support Analyst at is suitable for someone with several years of experience having previously worked on a helpdesk as a Support Analyst where the position involved systems support and analysis, preferably in a client facing position.


Primary Responsibilities:

  • Providing appropriate problem resolution or routing inquiries as needed to ensure user satisfaction
  • Leading the efficient, effective, and reliable support management of software applications
  • Working with the client and internal project team members to identify and resolve technical issues
  • Building an excellent relationship with all stakeholders and own peers. Being the point of contact to ensure blockers and issues are identified and resolved
  • Writing clear manual test scripts and following a plan to execute assigned test cases
  • Creating clear defect tickets for the technical team to work
  • Creating an understanding and expertise of the client businesses to stay up to date with customer needs. Manage expectations through proactive and regular client communications with both formal and informal communication methods
  • Additional Responsibilities:
  • Participating in workshops with key stakeholders, including internal and external Senior Management, to gather business requirements that enable the creation of user stories and development tasks
  • Documenting Functional Specifications and working closely with the Technical Lead and Senior Business Analysts to support the solution design and ensuring successful implementation of customer requirements
  • Preparing, documenting and implementing activities for the deployment phase of each assigned project, including client training/demo sessions, user guide documentation and internal knowledge share
  • Actively participating in presentations and demonstrations to both existing and potential clients
  • Identifying and recommending best practices to be used within the team of Business Analysts by bringing experience and learned lessons into the team



  • 4+ years’ experience in a Support Analyst or Business Support Analyst role
  • Computer Science, IT or Business Administration degree, or equivalent experience
  • Strong application support and business analysis skills is a must
  • Experience of writing Business Requirements and/or Functional Specification documents
  • Experience with the principles of SDLC
  • Ability to understand and document complex document-centric workflows and to conceptualize them in IT terms
  • Ability to self-start and work in pressured environment with deadlines
  • Good technical knowledge and skills
  • Experience with software testing
  • Excellent written and verbal communication skills
  • Proven decision making capabilities
  • Be personally well organized, presentable, and manage one’s own time effectively


Nice to Have:

  • Client facing experience
  • Certified BA qualification
  • Experience with Office-style applications e.g. ability to create macros, spreadsheet formulae etc.
  • Experience with Visio
  • Experience with database reporting tools
  • Experience of working with JIRA
  • Experience of working in an agile team

A reasonable, good faith estimate of the minimum and maximum base salary for this position is $65K to $80K/annum. 

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