Business Analyst (Tier 2 – Application Support / Intake & Release Enablement) (PL 829)

Location: Fully Remote (Work from anywhere in the world)

Shift Timing: 12pm to 9pm IST
Employment Type: Long Term Contract

 
About Paralucent 
Paralucent brings clarity to complex work, helping organizations move beyond complexity toward clarity through practical, thoughtful technology solutions. 

Paralucent Core Values 
We’re Driven to deliver real outcomes, and we Take Ownership from first question to final result. We’re Creative Problem Solvers who cut through complexity to bring clarity, and we’re Humbly Confident (high standards, low ego, always learning). Above all, we’re Customer Centric: we build with empathy, partner closely, and measure success by the impact we create for the people who rely on what we deliver. 
 
Why This Role Matters 
You’re the connector between production support, business teams, and technical delivery. You’ll turn incoming Tier 2 issues and change requests into clear, actionable requirements, so fixes move fast, releases land cleanly, and the business gets predictable outcomes across a mixed application portfolio of vendor-supported SaaS and custom .NET / Microsoft SharePoint applications. 
 

Key Responsibilities: 

• Own Tier 2 intake & clarification: analyze incidents/requests, confirm scope, reproduce/triage when needed, and document business + functional requirements. 

• Translate needs into delivery-ready work: write clear user stories, acceptance criteria, and process flows that enable efficient development and testing. 

• Support release execution: partner with Dev/QA to validate scope, coordinate UAT inputs where applicable, and ensure release readiness risks are visible early. 

• Stakeholder & vendor coordination: align business stakeholders, support teams, and vendors for vendor-supported SaaS updates and fix verification. 

• Operationalize knowledge: maintain lightweight runbooks, known error patterns, FAQs, and knowledge articles to reduce repeat incidents. 

• Data-driven problem solving: identify trends (recurring issues, high-volume tickets), recommend prevention opportunities, and support continuous improvement. 

Qualifications: 

• 5+ years as a Business Analyst in a technology or consulting environment 

• Strong requirements skills: discovery, documentation, user stories, and acceptance criteria 

• Experience supporting production applications (incident/defect triage, operational change) 

• Comfort working across vendor-supported SaaS and custom applications 

• Experience with ServiceNow (ITSM incident/change/request workflows) is beneficial 

• Familiarity with Agile or hybrid delivery methodologies 

• Excellent stakeholder management and clear written communication 

If you want to do work you’re proud of, with people who own the outcome, this is your place.