TechBiz Global is seeking a Business Support Analyst with a focus on clients in Costa Rica and Peru. You will be instrumental in managing client initiatives and incidents, ensuring controlled delivery through the Release Management process. This role involves close collaboration with delivery and support teams to optimize procedures and maintain service quality.
What You'll Do
- Build and maintain relationships with clients and their key personnel.
- Act as the central point of contact for assigned clients regarding client-raised requests.
- Attend 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.
- Collaborate with delivery teams on requirements gathering for 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 for support fixes.
- 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.
- 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 detailed test cases with the QA team to ensure they meet client requirements.
- Represent end-users in the UAT phase and support end clients during UAT.
- Participate in out-of-office hours support as necessary, in line with applicable SLAs.
- Drive problem management efforts, 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.
Work Mode
This is a remote position open to candidates based in Lima, Peru or Costa Rica.
