Business Analyst

Role overview

We are hiring a Business Analyst to support a live production environment. This is a practical, hands-on position that mixes process review with daily system support. The role involves working with stakeholders, understanding how current workflows operate, spotting opportunities to improve them, and helping ensure the system continues to run reliably.

Key responsibilities

• Study existing workflows by speaking with users, conducting interviews, and reviewing data.
• Spot process gaps and suggest realistic improvements to current operations.
• Partner with stakeholders and external vendors to define and document the desired future-state process.
• Create clear process documents using standard tools such as Visio, Confluence, and draw.io.
• Manage L2 support tickets and carry out basic troubleshooting on the system.
• Oversee small enhancement items and change requests from initial intake through delivery.

Requirements

• At least 3 years of relevant experience, including experience supporting or working on a live production or operational system.
• Practical experience with L2 support tickets or basic system troubleshooting, plus familiarity with ticketing or ITSM platforms such as Jira or ServiceNow.
• Exposure to Agile or ITIL-based ways of working.
• Working knowledge of SQL or other data-querying methods.
• Strong communication skills, including comfort in facilitating meetings and writing requirements.