Business Analyst

We are looking for a Business Analyst to support a live production system. This is a hands-on role that combines process analysis with day-to-day system support. You will work closely with stakeholders, understand how existing processes work, identify areas for improvement, and help keep the system running smoothly.

Key Responsibilities

• Understand current processes through discussions, interviews, and data review
• Identify gaps and recommend practical improvements to existing workflows
• Work with stakeholders and vendors to define and document future-state processes
• Produce clear process documentation using standard tools (e.g. Visio, Confluence, draw.io)
• Handle L2 support tickets and perform basic system troubleshooting
• Manage small enhancements and change requests from intake through to delivery

Requirements

• Minimum 3 years of relevant experience, with someone having experience working on or supporting a live production or operational system.
• Hands-on experience handling L2 support tickets or basic system troubleshooting; familiarity with ticketing or ITSM tools (e.g., Jira, ServiceNow)
• Exposure to Agile or ITIL practices
• Basic SQL or data querying skills
• Good communication skills - comfortable running meetings and writing requirements