Business System Analyst

Job Title: Business System AnalystLocation: Hybrid – Candidates must be able to work onsite 3 days per week at their nearest client office within the United States.

Contract: 12+ MonthsWe are seeking a Business Systems Analyst (BSA) to support the Pendo Team. This role will help bridge business needs, application behavior, and user insights across in-house/custom-built applications of varying complexity.

The ideal candidate brings a blend of business analysis, stakeholder management, and technical fluency, with experience working across web-based applications, lower-stage environments, and production environments.

This person does not need to be a developer, but should be comfortable understanding how web applications work, how user behavior is measured, and how product or adoption tools can support application improvements.

Key Responsibilities

• Partner with business, product, and technical stakeholders to gather, clarify, and document requirements for application enhancements and user experience improvements.
• Support analysis across custom/in-house applications with varying levels of complexity.
• Work with teams across development, clone, and production environments to validate requirements, support testing, and understand release impacts.
• Help translate business needs into actionable stories, requirements, and acceptance criteria.
• Use strong stakeholder management skills to align priorities, resolve ambiguity, and support cross-functional delivery.
• Support work involving Pendo or similar digital adoption/product analytics tools to improve visibility into user behavior and application usage.
• Contribute to analysis of user data, engagement patterns, and feature usage to support decision-making.
• Partner with teams using tools such as Jira and ServiceNow to manage work intake, issue tracking, and operational support.
• Help evaluate how application changes may affect user experience, instrumentation, and downstream reporting.
• Document workflows, dependencies, environment considerations, and support processes as needed.

Required Qualifications

• Experience as a Business Analyst, Business Systems Analyst, or similar role supporting applications, platforms, or digital tools.
• Experience or direct exposure to web development concepts, including HTML/CSS and a basic understanding of what JavaScript does in a web application environment.
• Strong familiarity with Jira and ServiceNow.
• Previous experience supporting in-house or custom-built applications.
• Strong stakeholder management and cross-functional communication skills.
• Experience working across lower-stage environments (such as Dev or Clone) as well as production environments.
• Basic understanding of data analytics and how usage or behavioral insights can support product decisions.
• Ability to document requirements clearly and work effectively with both technical and non-technical teams.

Preferred Qualifications

• Experience with Pendo.
• Exposure to comparable tools such as WalkMe, Amplitude, Google Analytics, Mixpanel, Whatfix, Userpilot, Gainsight PX, Appcues, Userlane, or Smartlook.
• Experience with Power BI or similar dashboarding/reporting tools.
• Working knowledge of SQL.
• Familiarity with application instrumentation, user behavior analysis, or digital adoption tooling.