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Ping Identity is a cloud identity platform company serving Fortune 100 enterprises. As a Business Analyst reporting to the Director of Business Transformation Strategy within the Business Transformation Office (BTO), you will drive strategic business system and process evolution across the organization.
You will facilitate strategic conversations with business stakeholders and technical teams to elicit, analyze, document, and validate business requirements, processes, and solution designs. You'll co-own prioritized Customer Journey initiatives, gradually assuming responsibility for defined business domains and stakeholder relationships. Key responsibilities include leading discovery sessions to define Customer Journey use cases across Customer Success, Global Support, Professional Services, Training, and Renewals—with emphasis on customer outcomes, speed to value, satisfaction, adoption, retention, and operational efficiency.
You will translate business requirements into epics, features, user stories, acceptance criteria, and application backlogs. You'll conduct and facilitate user acceptance testing to accelerate business validation of new capabilities. Additional responsibilities include supporting production readiness, deployment coordination, structured handoffs, and post-release hypercare for assigned initiatives.
You'll manage multiple simultaneous initiatives spanning functions and systems, estimate time and effort, and report progress toward delivery goals. You'll document current-state and future-state processes, clarify roles and ownership, and identify opportunities to improve customer and employee experiences. You'll facilitate demonstrations, training, and enablement activities around new releases, and assist with change management plans by analyzing stakeholder impact and supporting adoption of new processes.
Required: Bachelor's degree in Finance, Business Administration, Economics, Computer Science, or related field (or equivalent experience). 3+ years in Consulting, Customer Success, Support, Professional Services, Operations, or Business roles managing business process change and technology implementation. Experience in Business Analysis with familiarity in SDLC methodologies, Agile, SCRUM, and Waterfall. Strong critical thinking, verbal/written communication, and ability to distill meaningful information from ambiguous business descriptions. Working understanding of Salesforce Service Cloud/Experience Cloud, Jira/Jira Service Management, Gainsight, or Professional Services tools, and common Customer Journey processes.
