Support Business Analyst

Job Title: Support Business Analyst 

Job Location: Lisbon, Portugal

Work mode: Hybrid

Job type: Contract

Language required: Portuguese and English

JD:

Overview

We are looking for a Business/Systems Analyst who has core experience working with L2 service operations, in particular experience with infrastructure operations, user management tasks, incident management. The business analyst will have excellent communication skills and can adapt to a fast and ever-changing landscape.

The business analyst will be solely assigned to our Application Support Team. We do direct end user interaction, triaging, reproduction and classification of incidents as well as a set of tasks pertaining to access / user management.

Responsibilities:

• Be an integral part of the squad and drive positive customer satisfaction both in the incident management as well as user management tasks.
• Consume and understand complex systems, dependencies and use support documentation, logs and monitoring to achieve good results
• Analyse and document support processes / Knowledge Base, data flows, and system interactions
• Collaborate with engineers, testers, and other team members to ensure quality and timely delivery
• Communicate effectively with all levels of stakeholders, both verbally and in writing

Requirements and Experience

• At least 2 years of experience as a Business Analyst or Systems Analyst, working in an IT and/or technical environment is essential
• L2 service operations experience is essential
• Infrastructure systems experience is essential
• Previous or current experience in testing would be an advantage
• Excellent communication, presentation, and facilitation skills
• Must be able to work independently and proactively in a fast-paced and dynamic environment