Business Analyst/Senior Business Analyst

About us:

Eka Software Solutions, now a part of STG, has merged with Quor Group. This merger has established a formidable presence in the vendor solutions market for metals, energy and agriculture. Catering to a wide range of asset classes, our company utilizes a cloud-based suite of CTRM and ETRM solutions enhanced by AI/ML technology, alongside Supply Chain Management and E-Sourcing products.

Today, we boast of extensive CTRM/ETRM expertise across softs, Ags, fertilizers/chemicals, liquids, precious metals, concentrates, energy and much more. Quor Group is able to provide the industry a very unique offering that meets the growing demands of commodity traders, energy merchants miners, industrials to producers providing best-in-class functionality, user experience, technology and services. Our product roadmap is innovation-centric, focusing on AI and delivering strong product value propositions with clear short-term, medium-term, and long-term goals. Quor has offices across Americas, Asia, Australia, and EMEA serving 100+ customers globally across multiple commodity segments. Read more about Quor at https://www.quorgroup.com/ and Eka at https://eka1.com/.

Position/Title: Business Analyst 

The Support Consultant will be part of Eka’s global product support team.

• BE / B. Tech or equivalent. An MBA or equivalent in Systems/Finance will be an added advantage. Additional relevant certifications/qualifications will be given due weightage.
• 3+ years of experience in enterprise software solutions in a support, development or consultancy environment.
• Experience in the commodities industry will be preferable.

• Receive and triage user tickets, performing basic troubleshooting and escalating complex issues as needed.
• Oversee daily operations of the support team, assign tasks, and monitor performance metrics while serving as the escalation point.
• Analyze and resolve tickets, participate in triage calls, and manage tasks in Jira, ensuring effective communication with clients.
• Maintain accurate and up-to-date information in the incident management system, allowing customers to track their support issues.
• Conduct root cause analyses, support User Acceptance Testing (UAT), and ensure timely issue resolution in line with Service Level Agreements (SLAs).
• Gather requirements for change requests, assess feasibility, and coordinate the estimation and approval process.
• Manage maintenance release cycles, prepare release notes, and conduct UAT before promoting changes to production.
• Handle deployments in UAT and production environments, ensuring compliance with schedules and maintaining proper documentation.
• Update documentation for common issues, create training materials, and enhance overall documentation quality.
• Manage client calls, serve as the primary contact for inquiries, and provide timely updates on ticket statuses.
• Analyze reported issues and deliver effective resolutions to ensure customer satisfaction in accordance with SLAs.
• Identify revenue opportunities from customer issues and communicate these to relevant teams for action.
• Adhere to Eka’s ISMS policies and procedures while performing duties.
• Collaborate with cross-functional teams to ensure comprehensive issue resolution, enhance communication, share knowledge, improve customer satisfaction, and drive organizational success through diverse expertise and insights.
• Must be willing to work on a shift basis according to the assigned roster

• Excellent negotiation skills are essential.
• Strong understanding of software applications and support/development processes is required.
• Must possess superior communication and interpersonal skills, along with a high level of customer centricity and cultural awareness.
• The role demands strong problem-solving and analytical skills to address diverse and complex client issues. Candidates should be well-planned, organized, and able to manage their time effectively.