About this role
About ServiceCentral
ServiceCentral builds software for the device repair and reverse logistics industry — point-of-sale, enterprise service management, and repair network tools used by 500+ customers across 100+ countries. Customers include national insurance carriers, OEM-authorised service providers, and franchise repair networks.
We are building a modular platform on top of our SOC2-certified backend (ServiceManager), and this role is central to that shift. You will sit at the boundary between customer need and working software — conducting discovery, building prototypes with AI tools, and handing off confirmed solutions to engineering for production. Candidates with experience in device repair, reverse logistics, or recommerce will have context that accelerates the role, but it is not a requirement.
The Role
As our AI Business Analyst, you will own the full arc from customer problem to validated prototype. You will run discovery sessions, build working demos against ServiceManager's API and GraphQL layer using AI coding tools, present directly to customers, and package confirmed solutions for engineering handoff. This is a hands-on, customer-facing role that requires someone who can produce real software — not decks or wireframes — and move fast.
What You'll Own
Customer Discovery & Requirements
Conduct customer discovery interviews to map existing workflows, pain points, and integration requirementsTranslate validated customer needs into working software prototypes using AI tools (Cursor, Claude, GitHub Copilot, or equivalent) against ServiceManager's API and GraphQL layerDocument customer workflows, integration patterns, and configuration decisions for the product team
Prototyping & Validation
Demo prototypes directly to customers and iterate based on feedback until requirements are confirmedPackage validated prototypes with supporting specs for handoff to the engineering team for production hardeningConfigure and customise platform modules to meet customer-specific deployment requirements
Sales & Product Support
Support the sales team with live technical demonstrations of prototype solutions during pre-sales engagementsIdentify cross-customer patterns that indicate new module or platform capability opportunitiesCollaborate with engineering on API and GraphQL requirements needed to enable rapid prototyping workflows
Other
Perform other reasonable activities as required by management
What You'll Bring
Must Have
Daily working use of AI coding and prototyping tools (Cursor, Claude, GitHub Copilot, or equivalent) — this is a core job function, not a nice-to-have2+ years in a business analyst, solutions consultant, implementation consultant, or professional services delivery roleDemonstrated ability to conduct independent, customer-facing discovery sessions and translate outputs into actionable requirementsDemonstrated ability to produce working software demos — not wireframes, slide decks, or requirements documents
Preferred
Experience in device repair, reverse logistics, recommerce, or adjacent industriesFamiliarity with REST APIs or GraphQLExperience with no-code or low-code platforms (Retool, Bubble, Make, or equivalent)B2B SaaS backgroundFamiliarity with Jira, Confluence, or similar tools
Benefits & Perks
Competitive base salaryBonus eligibilityHealth benefits and 401(k)Unlimited flexible time off
ServiceCentral is an equal opportunity employer committed to building a diverse, high-performing team.