Business Analyst

At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.

Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.

While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. [We champion every identity.]( One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.

We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.

As a Business Analyst reporting to the Director of Business Transformation Strategy within Ping Identity’s Business Transformation Office (BTO), you will play a critical role in Ping’s commitment to rapidly and strategically evolve the company’s core business systems and processes. This role is expected to engage in and/or lead activities related to software development, people change management, data governance, process improvement, business policy change, and reporting/analytics. The ability to work with all levels of management and leadership, gain understanding of new business process areas and/or technologies, and drive favorable outcomes out of unstructured challenges will be critical to the success of this individual.

• Facilitate and drive strategic conversations with business stakeholders and technical teams to elicit, analyze, document, communicate, and validate business requirements, processes, and solution design.
• Co-own prioritized Customer Journey initiatives with business stakeholders, gradually assuming responsibility for defined business domains, stakeholder relationships, and delivery artifacts.
• Lead discovery sessions to define Customer Journey use cases across Customer Success, Global Support, Professional Services, Training, Renewals, and related customer and partner operations, with an emphasis on customer outcomes, speed to value, customer satisfaction, adoption, retention, and operational efficiency.
• Lead hands-on work to translate business requirements into epics, features, user stories, acceptance criteria, and business application backlogs. At times, conduct and/or facilitate user acceptance testing to accelerate business validation of new Customer Journey features and capabilities.
• Support production readiness, deployment coordination, structured handoffs, and post-release hypercare for assigned initiatives.
• Successfully engage in multiple, simultaneous initiatives that span one or multiple functions and/or systems, estimate time and effort required to deliver, and report progress toward delivery goals.
• Understand interdependencies between people, process, data, and technology needs, including impacts across customer-facing and internal operating teams.
• Document current-state and future-state processes, clarify roles and ownership, and identify opportunities to improve customer and employee experiences.
• Facilitate demonstrations and occasional training or enablement activities around the release of new enhancements or functionality.
• Assist with change management plans by analyzing the impact of change on various business stakeholders and supporting adoption of new processes and capabilities.
• Work creatively, analytically, and independently in a problem-solving environment demonstrating teamwork, innovation and excellence.

• Bachelor’s degree in Finance, Business Administration, Economics, Computer Science, or related field (and/or equivalent experience).
• 3+ years of Consulting, Customer Success, Customer Support, Professional Services, Operations, and/or Business experience managing business process change and technology implementation projects.
• Experience in Business Analysis; familiarity with SDLC methodologies, Agile, SCRUM, and Waterfall.
• Instinct to ask relevant probing questions that get to the “why” behind business requests to achieve exceptional outcomes.
• Strong critical thinking and verbal/written communication skills, with the ability to distill meaningful and accurate information from potentially ambiguous business descriptions.
• Working understanding of Salesforce Service Cloud and/or Experience Cloud, related business applications such as Jira/Jira Service Management, Gainsight, or Professional Services tools, and common Customer Journey processes such as case management, customer onboarding, customer success, customer enablement, customer delivery, renewals, and entitlements.

• A business or technology consulting background.
• Strong leadership, diplomatic, and motivational skills including the ability to lead up, across, and down multiple business and technology organizations.
• Demonstrated experience with process mapping, user acceptance testing, release readiness, production handoffs, or change and adoption activities.
• Technically competent with various business applications, including but not limited to Google Enterprise Application Suite, Microsoft Office (Word, Excel, PowerPoint, Visio), Smartsheet, and Lucidchart.
• Experience using the Atlassian suite—particularly Jira, Jira Service Management, and Confluence—to manage backlogs, document requirements, coordinate workflows, and support delivery reporting.
• Demonstrated experience working in cross-functional teams that include Customer Success, Global Support, Professional Services, Training, Renewals, Information Systems, product managers, data/BI teams, or artificial intelligence teams.

In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.

• A company culture that empowers you to do your best work.
• Employee Resource Groups that create a sense of belonging for everyone.
• Regular company and team bonding events.
• Competitive benefits and perks.
• Global volunteering and community initiatives

• Generous PTO & Holiday Schedule 
• Parental Leave
• Progressive Healthcare Options
• Retirement Programs
• Opportunity for Education Reimbursement 
• Commuter Offset (Specific locations)