Business Support Analyst - Client Focus

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Business Support Analyst to join one of our clients' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This is a hybrid role that combines Business Analysis, Client Relationship Management, Service Delivery, and Production Support. The successful candidate will manage client relationships, gather and document business requirements, support solution implementation, coordinate testing and releases, and provide post-go-live support.

The role is based in Bogota, Colombia and is currently remote, with a possible transition to office-based work in the future.

Responsibilities:

• Act as the main point of contact for assigned clients.

• Build and maintain strong relationships with clients and key stakeholders.

• Gather, analyze, and document business requirements for change requests and enhancements.

• Support solution configuration, validation, and implementation activities.

• Coordinate delivery activities, testing, UAT, and release management.

• Work closely with Delivery, Technical, Support, and QA teams.

• Manage client requests, incidents, service requests, and operational escalations.

• Ensure client issues are resolved on time and in line with agreed SLAs.

• Provide regular updates and reports to clients and internal teams.

• Support clients during UAT and help ensure successful releases.

• Assist with test case reviews and release sign-off.

• Provide ongoing production support after go-live.

• Conduct root cause analysis and support problem management activities.

• Identify process improvement opportunities to improve service quality.

• Support knowledge transfer between project, change management, and support teams.

• Participate in client meetings related to deliverables, incidents, or support topics.

• Participate in a 24/7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support when required.

• Minimum 3 years of experience in the card payments field.

• Experience in business analysis, client support, service delivery, or production support.

• Strong experience with business requirements gathering, documentation, and definition.

• Experience with system configuration and solution support.

• Good knowledge of payment systems and processes.

• Proficiency in SQL.

• Strong client-facing communication skills.

• Ability to facilitate remote and face-to-face client meetings.

• Strong written and verbal communication skills.

• Good documentation and analytical skills.

• Ability to manage client expectations and work with multiple internal teams.

• Ability to work in a fast-paced environment and manage changing priorities.

• Willingness to participate in a 24/7 support roster.

• Ability to work different shifts, initially aligned with Malta working hours and later with the client’s time zone.

• Must be able to work effectively in a remote setup, with the possibility of future office transition.
  

Nice to Have

• Degree or diploma in ICT, Business Analytics, Software Development, Computer Science, Business with IT, or a related field.

• Experience with user stories or use cases.

• Experience training or mentoring junior team members.

• Strong knowledge of the payments industry.