Sr. Business Analyst

Job Description

Support Ad Sales users across multiple business teams by responding to production issues and service requests.

Investigate, triage, and prioritize incoming tickets while ensuring adherence to strict SLAs (response times under 60 minutes).

Communicate effectively between business users, support teams, and Product/Engineering groups.

Escalate issues to the appropriate Product or Technology teams when necessary and track resolution through completion.

Partner with stakeholders to document business requirements, recurring issues, and process improvements.

Perform general SQL queries to assist with troubleshooting, data validation, and issue analysis.

Identify ticket trends and recommend operational improvements.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

High-volume support organization handling approximately 11,000-12,000 tickets annually.

Team of approximately 12 analysts/support professionals.

Jira-based ticketing environment.

User requests are submitted via email and automatically generated into Jira tickets through API integrations.

Fast-paced environment supporting critical Ad Sales business operations. Media, Broadcasting, Advertising, or Ad Sales industry experience.

Strong understanding of Sales Operations and Ad Sales workflows.

Experience with platforms such as:

Operative One / Operative Air

WideOrbit

AWS environments

Jira

Ability to bridge both operational and technical conversations.

SQL proficiency for querying and troubleshooting.

Strong communication and stakeholder management skills.

This role is primarily operations-focused but offers significant exposure to sales-facing technology and business processes. The biggest need is someone who can effectively support users, triage issues, and serve as the communication bridge between the business and technical teams while bringing a blend of Ad Sales operational knowledge and technical troubleshooting skills.