Technical illustrator Jobs in Lubbock, TX

About the Role

FundView provides cloud-based solutions to power local governments. Our solutions are an elegant, easy-to-use suite of products that will streamline processes, simplify workload and meet the needs of citizens.

We are seeking an experienced Technical Business Systems Analyst (BSA) with a strong B2B SaaS background to serve as a key liaison between our Product, Customer Success, Delivery, and Customer Support teams. This individual will play a dual role in both new customer/new feature implementations and internal product roadmap enhancements, ensuring our platform continuously delivers value to the cities and municipalities we serve.

This role is ideal for someone who thrives in a collaborative, fast-paced environment and has passion for enabling Customer Success and driving ongoing product improvement in a B2B SaaS environment.

Key Responsibilities

Implementation & Delivery

• Partner with Implementation Project Managers and Product teams to support requirements discovery, solution design, and successful rollout of new customers and new product features.
• Translate customer business needs into clear functional requirements, user stories, workflows, and acceptance criteria.
• Participate in configuration, UAT planning and execution, and validation of new product capabilities.
• Assist customer-facing teams in troubleshooting and resolving implementation-related issues.

Product Enhancements & Lifecycle Support

• Engage with Product Management to gather, prioritize, and refine enhancement requests based on customer impact and business value.
• Break down complex platform functionality into actionable requirements enabling Engineering development.
• Partner with QA to support test case development and acceptance validation for enhancements and defect resolution.

Cross-Functional Process Support

• Serve as a subject matter expert (SME) for Customer Success and Support teams, helping them understand and troubleshoot functionality for our city/municipality customers.
• Contribute to the creation of knowledge base content, training materials, workflows, and best practices.
• Analyze support trends to influence product improvements and reduce case volume.

Systems & Tools:

• Extensive experience with Microsoft 365 / Microsoft Office Suite.
• Deep experience with process mapping tools (e.g. Lucidchart, Visio)
• Familiarity with project management / workflow tools (e.g. Jira, MS Project) to manage assigned tasks, workflows, timelines, etc.

Required Qualifications

• 3-5+ years of experience as a BSA, Business Analyst or similar role in B2B SaaS environment.
• Hands-on experience with:
  • Managing multiple client implementations and internal product enhancement projects simultaneously.
  • Customer Success and/or Customer Support organizations
• Familiarity with SaaS implementation methodologies and data migration concepts.
• Deep skills in requirements gathering, process mapping, and writing user stories/acceptance criteria.
• Proven ability to collaborate across Product, Delivery, and customer-facing teams.
• Technical and analytical curiosity with strong problem-solving skills.
• MUST be located in the US within CST or EST time zone.

Preferred Qualifications

• Experience with Public Sector SaaS platforms/companies, especially platforms enabling operational services for municipalities (e.g. utility billing, municipal court, and financial ERP).
• Experience with workflow-based or configuration-driven platforms.
• Background working with Agile or Rapid Application Development software delivery teams.
• Hands-on experience with Microsoft Dynamics 365 (ideally the Project Operations module).
• Experience with the application of AI Automation / Tools.

You'll Excel in This Role If You…

• Have a customer-obsessed mindset with strong empathy for end users.
• Are detail-oriented with a passion for continuous improvement.
• Are an excellent communicator who can translate between business and technical contexts.
• Are passionate about developing & improving processes, not just managing them.
• Are comfortable navigating ambiguity and driving clarity.

Why Join Us

At FundView, we're passionate about delivering innovative solutions to help our clients in the public sector achieve their goals. You'll join a growing, highly collaborative team where your work directly impacts customer success and product evolution.