Sr BA

Role: The Business Analyst / Product Owner will serve as the Subject Matter Expert (SME) for Google Ad Manager (GAM) within the L1 support program. This role combines product ownership with customer support leadership, ensuring accurate resolutions for enterprise clients while driving process improvements. The candidate will own product knowledge, manage support workflows, and collaborate with cross-functional teams to enhance customer experience and operational efficiency.

Product Expertise & SME Ownership

• Develop deep knowledge of GAM features, configurations, and workflows.
• Act as the go-to SME for L1 support teams, providing guidance on complex cases.
• Maintain and update product issues documentation, quick-reference guides, and knowledge bases.

Customer Support Leadership

• Own escalated customer interactions, ensuring clarity, professionalism, and empathy.
• Tailor communication for enterprise clients and maintain positive sentiment.

Requirements, Process Improvement and Defect management

• Analyse recurring support patterns and translate them into actionable product/process enhancements.
• Collaborate with product and engineering teams to refine workflows and improve customer experience.
• Log defects with precise reproduction steps and supporting evidence.
• Track escalations to closure and update knowledge assets post-resolution.

Knowledge Management

• Lead knowledge-sharing sessions and contribute to internal training initiatives.
• Suggest improvements to documentation and support processes.

Minimum Qualifications

• Excellent written and verbal communication skills - clear, concise, and customer-centric.
• Strong analytical and structured problem-solving abilities.
• Ability to quickly learn complex AdTech product concepts and work independently.
• Experience in digital advertising platforms, product operations, consulting, or functional QA.
• Familiarity with Agile practices and tools (e.g., Jira, Confluence).
• Comfortable working in shifts (NA: 7:30 PM – 5:30 AM, EMEA: 1:30 PM – 11:00 PM).

Key Skills