Location: All Latam - remote
Our client is looking for a Systems Business Analyst to join our IT team which reports to the CTO. You will be responsible for implementing, analyzing, and continuously improving our workflow and backlog as a support to the Scrum Master.
3-5 years of experience in information technology, IT support, and/or technical operations.
Experience using ticketing systems.
Demonstrated elevated level of attention to detail and organizational skills.
Customer-centric approach to end-user support; able to explain technical concepts clearly to a variety of technical and non-technical stakeholders across an organization.
Passion for identifying and resolving common tech issues to ensure smooth day-to-day operations.
Strong problem-solving skills.
Ability to build collaborative relationships.
Excellent communication skills.
Within 1st 30 Days:
Gain an intimate understanding of the company's product, strengths, weaknesses, capabilities, and value proposition by initiating conversations with other team members.
Gain understanding of EVP & Jira.
Gain understanding of client environments and client needs.
Learn the internal support systems and basic processes.
Watch assigned onboarding videos.
Within 60 Days:
Take lead in cleaning up the backlog.
Establish a requirement gathering process to identify roadblocks and bottlenecks and determine changes needed to ensure backlog accuracy.
Within 90 Days:
Take full ownership in ensuring the backlog is up to date.
Implement processes and controls to improve workflow reliability and ensure client work requests are addressed in a timely manner.
Coordinate with developers, quality assurance teams, and users to test processes and ensure functionality and user acceptance.
Potentially develop user documentation or training materials.
Key Success Metrics:
Backlog is up to date.
Improved resolution time of internal issues preventing work completion or allocation.
High customer satisfaction rating.