Why 360training

At 360training, we’re more than an online training provider—we’re on a mission to empower people and organizations to thrive. As a fast-growing leader in online and live training across multiple industries, we deliver regulatory-approved training and certifications that power careers and businesses.

Our culture is grounded in two values: Deliver Results and Do the Right Thing. We operate as a collaborative, performance-driven organization where data plays a critical role in shaping strategy and outcomes. If you’re excited to turn analytics into impact and influence meaningful decisions, 360training is the place for you.

Business Systems Analyst

THERE IS NO VISA SPONSORSHIP FOR THIS ROLE

Position Summary

The Business System Analyst is responsible for providing day‑to‑day operational and functional support across our platforms, ensuring seamless user experience and uninterrupted business operations. This role blends platform expertise, customer‑focused troubleshooting, and BAU operational discipline to maintain stability, respond quickly to user needs, and support incremental enhancements.

The ideal candidate is a platform‑savvy problem solver who understands system behavior, can translate user issues into actionable insights, and thrives in a high‑touch support environment.

Key Responsibilities

Product/Platform Support & Incident Management

• Serve as the primary point of contact for Product/Platform‑related inquiries, issues, and service requests from internal and external users.
• Perform detailed triage, reproduce issues, conduct root‑cause analysis, and resolve or escalate incidents based on predefined workflows.
• Monitor platform performance, integrations, and error logs to proactively identify issues.
• Maintain SLA compliance for response and resolution while delivering an exceptional support experience.

Product/Platform Knowledge & User Guidance

• Develop deep expertise in platform features, workflows, configurations, and best‑practice use cases.
• Provide step‑by‑step guidance to users, helping them navigate the platform and resolve functional issues.
• Create and update platform documentation including FAQs, troubleshooting guides, and user resources.

BAU Operations & System Maintenance

• Execute recurring operational tasks such as scheduled platform checks, data validations, workflow resets, and configuration updates.
• Support recurring business cycles (e.g., onboarding workflows, data imports, approval processes, reporting runs).
• Maintain accurate SOPs, runbooks, and support documentation to ensure consistent BAU execution.

Configuration, Testing & Release Support

• Perform minor configuration updates per documented business rules and predefined options.
• Support release cycles by conducting smoke tests, validating key workflows, and ensuring post‑deployment stability.
• Participate in UAT for patches, bug fixes, and incremental enhancements to the platform.

Data Quality, Reporting & Insights

• Run recurring usage reports, performance dashboards, and audit checks to ensure data accuracy.
• Identify trends in user issues or platform pain points and provide insights to Product/Platform and technical teams.
• Recommend process improvements, UX enhancements, and support model optimizations.

Cross‑Functional Collaboration

• Partner with Product/Platform Managers, Engineering, QA, and Customer Success to ensure operational excellence.
• Document issues clearly with reproducible steps, impact assessments, and business context for technical teams.
• Participate in support standups, operational reviews, and continuous improvement initiatives.

Required Qualifications

• Bachelor’s degree in information systems, Business, IT, or related field (or equivalent experience).
• 3 – 5+ years of experience in platform support, product support, functional application support, or BAU operations.
• Strong troubleshooting skills with the ability to diagnose platform behavior and user‑reported issues.
• Experience with ticketing tools (ServiceNow, Jira, Zendesk, Freshdesk, etc.).
• Excellent customer‑service orientation, communication skills, and ability to simplify complex topics.
• Strong organizational skills and ability to handle multiple priorities simultaneously.
• Maintain accurate SOPs, runbooks, and support documentation to ensure consistent BAU execution.

Preferred Qualifications

• Experience supporting SaaS or cloud‑based platforms.
• Familiarity with Agile/Scrum processes, release management, or product lifecycle.
• Exposure to UAT, testing, or configuration changes.
• Ability to understand APIs, data flows, or basic logs.
• Experience working cross‑functionally in fast‑paced environments.
• Experience in the e-learning or regulated training industry is a plus.

Core Competencies

• Platform Expertise – understands how systems work and how customers use them.
• Customer Focus – empathetic, supportive, and committed to a great user experience.
• Problem Solving – analyzes, diagnoses, and resolves issues efficiently.
• Attention to Detail – ensures accuracy in operational tasks and documentation.
• Communication – clear, patient, and effective across all audiences.
• Operational Excellence – disciplined in executing BAU responsibilities flawlessly.