Location: Fully Remote (India or LATAM)
Shift Timing:
Standard Working Hours - 5:30 PM – 8:30 AM IST (next day)
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 and clarification: Analyse incidents and requests, confirm scope, perform triage/reproduction as needed, and document business and functional requirements.
Translate needs into delivery-ready artifacts, including user stories, acceptance criteria, and process flows.
Support release execution by partnering with development and QA teams to validate scope, highlight risks early, and coordinate UAT inputs where applicable.
Facilitate stakeholder and vendor coordination, ensuring alignment across business teams, support teams, and SaaS vendors for fixes and updates.
Develop and maintain lightweight documentation (runbooks, FAQs, known error patterns, knowledge articles) to reduce repeat incidents.
Apply data-driven analysis to identify trends (recurring issues, high-volume tickets) and recommend continuous improvement opportunities.
Qualifications:
5+ years of experience as a Business Analyst in a technology or consulting environment.
Strong expertise in requirements gathering and documentation, including user stories and acceptance criteria.
Experience supporting production applications (incident/defect triage, operational changes).
Experience leveraging AI tools to enhance productivity in requirements analysis, documentation, and support-related activities is an asset.
Comfortable working across vendor-supported SaaS and custom-built applications.
Familiarity with Agile or hybrid delivery methodologies.
Exposure to ITSM tools (e.g., ServiceNow) is an asset. The role primarily involves ticket intake and coordination, and training will be provided.
Excellent stakeholder management, communication, and documentation skills.
Nice to Have
Experience with tools such as Azure DevOps (ADO), Power BI, and GitHub Enterprise (including Copilot).
Exposure to structured support and release environments.
If you want to do work you’re proud of, with people who own the outcome, this is your place.
