Business Support Analyst(Costa Rica and Peru)

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.

• The Business Support Analyst – Client Focus will assist various teams in establishing and managing initiatives and incidents for clients. The role is pivotal in ensuring the controlled and seamless delivery of all changes through Release Management process,maintaining high standards of quality and client satisfaction.

• The Business Support Analyst – Client Focus will collaborate closely with the delivery and support teams to develop and refine procedures that optimise the quality of delivered work and ensure client requirements and SLAs are consistently met. This includes configuring, testing,

  delivering, and implementing solutions to ensure that Bankworks operates according to the original specifications.

• Additionally, the Business Support Analyst – Client Focus may serve as the primary contact point for specific clients, taking the lead in:

 managing the client relationship and expectations

 oversee raised requests

 facilitating technical discussions,

 prioritising issues and requests,

 and compiling statistics related to counts and statuses.

• In this capacity, the analyst ensures that clients receive the highest quality of service with minimal escalations, acting as a trusted liaison between the client and the wider teams.

• All tasks and responsibilities are to be executed in a timely, efficient, and cost-effective manner, with a strong focus on meeting client expectations and contractual obligations.

Duties & Responsibilities

● Building and maintaining relationships with clients and their key personnel

● Act as the central point of contact for assigned clients in relation to client raised requests

● Attending client meetings related to deliverables or incidents.

● Manage clients’ requests in a timely and cost-effective manner, adhering to client SLAs.

● Take ownership of the overall progress and resolution of an assigned portfolio of support issues.

● Involved with the delivery teams in relation to requirements gathering of change requests

● Serve as a functional reference point and mentor for team members.

● Facilitate successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.

● Provide product setup and configuration for deliverables or to resolve live production issues.

● Configure software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.

● Ensure compliance with specifications prior to release from an incident support perspective.

● Work with Delivery, Technical, and Quality Assurance teams to ensure activities align with

client business requirements and agreed specifications.

● Assist in signing off test results and ensure the release process is triggered in a timely manner.

● Provide ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.

● Participate in on-site support or training as requested by clients.

● Participate in the review of the detailed test cases with QA team to ensure it meets client requirements and represent end-users in the UAT phase

● Supports end clients during UAT, ensuring timely progress so to achieve the agreed release date

● Participate in out of office hours support as necessary, in line with applicable SLAs.

● Drive problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.

● Maintain proactive communication with clients, providing regular updates on raised requests.

● Identify opportunities for process improvements and contribute to initiatives to enhance efficiency and service quality.

● Perform any other related duties as assigned by the support team leader and/or delivery team leader.