Business Analyst
Case IQ is a leading B2B SaaS company in the governance, risk, and compliance (GRC) space, helping organizations build safer, more accountable workplaces. We offer a comprehensive suite of solutions that enable organizations to move from reactive approaches to proactive risk management. Our software helps teams across compliance, HR, legal, and investigations report, manage, investigate, and prevent workplace risk - including ethics violations, fraud, harassment, discrimination, security incidents, and third-party issues - so they can better protect their people, culture, and business.
Backed by over 25 years of domain expertise and trusted by Fortune 500 companies, Case IQ has supported the management of millions of cases and helped mitigate billions in financial and reputational risk.
Role Summary
You will be responsible for managing change requests from assignment to successful delivery while ensuring customer satisfaction. You are front-line with the customer and are expected to coordinate and lead all aspects of the delivery. This is a hands-on role where the ability to understand subtleties of customer and employee needs along with detailed knowledge of the software delivery cycle are essential to succeed. This role continuously develops customer relationships that promote retention and loyalty.
AI-Forward Ways of Working
At Case IQ , AI is part of how we work. We value people who are curious, adaptable, and open to using AI responsibly to improve efficiency, quality, and decision-making. Across all roles, we look for strong human judgment, problem-solving, collaboration, and the ability to thoughtfully apply AI tools while reviewing outputs for accuracy, context, and business impact.
What You’ll Do
- Working with customers, partners and team members through requirements analysis, design, development, deployment and operation phases
- Documentation of project plans, requirements and acceptance criteria, write user stories, prepare test plans
- Direct engagement of the customer communication throughout the CR lifecycle: initiating and running meetings, managing timelines, providing updates, and demos
- Primary point of contact for the customer through the Change Request lifecycle
- Controlling scope and identifying where other support paths are appropriate for the customer
- Coordinating and communicating with development resources to prioritize stories, manage development timelines and deployment
- Ensuring that project costs are tracked accurately through proper time reporting practices
- Managing project close-out process (billing, lessons learned, etc.)
- Manage multiple change requests simultaneously, setting priorities appropriately
- Fostering teamwork and building a positive and professional work environment
- Mentoring team members, offering encouragement, advice and feedback as required
- Help to implement a feedback mechanism to gather regular feedback from customers and analyze customer data to identify software improvements that result in Change Requests
- Focused on educating our customers on the flexibility and potential of our software to help encourage continued usage of our product
- Works closely with the Development Team Lead and Director of Customer Care to manage and schedule Team Resourcing
- Keeping the leadership informed on project status, challenges and new opportunities
- Building customer confidence to attain reference-able customers
- Working with and supporting other teams in any capacity to further Case IQ ’s interests. This includes other Delivery Teams, Infrastructure, Sales and Marketing, Support and Platform.
What Success Looks Like
- 30 Days: Learn the Case IQ platform, customer use cases, CR delivery process, internal tools, documentation standards, and project workflows. Shadow meetings and build relationships across Development, Support, Customer Success, and other key teams.
- 60 Days: Begin managing lower-complexity CRs with guidance. Lead customer meeti