Pune / Customer Success Technical Support / Full timeEllie Mae is the leading cloud-based platform provider for the mortgage finance industry.
Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.
Visit to learn more.Primary Responsibilities
Utilize interview, analytical, and critical thinking skills to discover requirements and resolve problems
Leads and manages requirements gathering and analysis activities by working with stakeholders, software engineers, UX designers, usability engineers, Product Compliance analysts, QA engineers, and internal / external customers.
Analyze the customer success analytics data and review usage metrics. Create a plan based on the results to address any gaps in the process, tools and customer facing applications
Bridge business users and the engineering team and collaborate with employees across organizations as needed
Update and maintain user documentation in Confluence
Work with Customer Success Group to prioritize product backlogs
Manage the work breakdown of features and author epics, features, and user stories in Jira for enhancements to products
Understand the impact of projects, integrations, and products both internal and external and how they impact our applications
Manage the feature roadmap to ensure we are in line with Customer Success Goals
Approve completed projects and ensure they meet the business requirements.
Create training materials for onboarding new users for Customer Success products
Review and resolve production defect issues for business users
Gain an in depth knowledge of our data and define data analytics requirements
Gather data to ensure goal fulfillment, feature usage, trends, and adoption rates of products
Capture requirements for improvements identified on the Verbatim Analysis and Feedback
Document processes for onboarding / offboarding / managing ICE Mortgage Technology customers
Document Customer Support’s processes and flows like IVR flows, ticket process, and customer contractual obligations (SLAs)
Provide assistance to QA and Support teams on an as needed basisQualifications, Skills and Education
Excellent written and oral communication skills, including with customers
Solid organizational skills, including attention to detail and effective prioritization
Skilled in quickly learning to use available tools to complete team tasks
Ability to collaborate and work well with others
Ability to work independently without close supervision
Solid understanding of agile and iterative development practices
Solid understanding of application security requirements
Proven experience creating user stories, acceptance criteria, design documentation, process flows and wireframes in order to clearly communicate a set of functional requirements
Strong business requirement analytical skills with the ability to produce clearly articulated requirements and documents.
Experience working closely with UX designers, usability engineers, and front-end software engineers.
Ability to structure and present information and translate high-level requirements to actionable requirements
Proven ability in writing excellent epics and detailed user stories (please be prepared to provide examples)
Demonstrated interpersonal and leadership skills required to interact with staff, colleagues, management, and internal / external customers.
Bachelor’s degree in Computer Science or related field required, Master’s Degree in a related field is desirable
4+ years of experience as a Business Analyst Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.
We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.