Postúlate en Kit Empleo: kitempleo.pe/empleo/wku9j

At TechBiz Integral, 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 an innovative environment, this could be the perfect fit for you.

Responsibilities

- The Business Support Analyst - Client Focus will assist various teams in establishing and managing initiatives and incidents for clients, ensuring controlled and seamless delivery of all changes through release management process while maintaining high standards of quality and client satisfaction.
- The Analyst collaborates closely with delivery and support teams to develop and refine procedures that optimize the quality of delivered work, ensuring client requirements and SLAs are consistently met. This includes configuring, testing, delivering, and implementing solutions to ensure Bankworks operates according to the original specifications.
- The Analyst may serve as the primary contact point for specific clients, taking the lead in managing the client relationship and expectations, overseeing raised requests, facilitating technical discussions, prioritizing 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 executed in a timely, efficient, and cost-effective manner, focusing 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 for raised requests.
- Attending client meetings related to deliverables or incidents.
- Managing clients' requests in a timely and cost-effective manner, adhering to client SLAs.




- Taking ownership of the overall progress and resolution of an assigned portfolio of support issues.
- Being involved with the delivery teams in relation to requirements gathering of change requests.
- Serving as a functional reference point and mentor for team members.
- Facilitating successful knowledge transfer from Change Management and Project teams to support teams during requirements analysis and handover.
- Providing product setup and configuration for deliverables or to resolve live production issues.
- Configuring software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.
- Ensuring compliance with specifications before release from an incident support perspective.
- Working with delivery, technical, and QA teams to ensure activities align with client business requirements and agreed specifications.
- Assisting in signing off test results and ensuring the release process is triggered in a timely manner.
- Providing ongoing production support to clients, ensuring timely and effective resolution of incidents and problems.
- Participating in on-site support or training as requested by clients.
- Reviewing detailed test cases with QA team to ensure it meets client requirements and representing end-users in the UAT phase.
- Supporting end clients during UAT, ensuring timely progress to achieve the agreed release date.
- Participating in out-of-office hours support as necessary, in line with applicable SLAs.
- Driving problem management efforts within the support remit, conducting root cause analysis and implementing preventative measures.
- Maintaining proactive communication with clients, providing regular updates on raised requests.
- Identifying opportunities for process improvements and contributing 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.

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Postúlate en Kit Empleo: kitempleo.pe/empleo/wku9j

📌 Business Support Analyst(Costa Rica and Peru) (Lima)
🏢 Stryker
📍 Lima