IT Business Analyst / Systems Business Analyst

The IT Business Analyst / Systems Business Analyst serves as the liaison between business and technology teams, ensuring that technology platforms operate efficiently, securely, and in alignment with business objectives, regulatory requirements, and quality standards. This role is responsible for production support, business analysis, incident management, testing validation, and system monitoring while supporting the full product lifecycle across multiple business segments.

The position collaborates closely with cross-functional teams, business stakeholders, operations, and technology partners to maintain system stability, improve operational efficiency, and ensure successful implementation of technology changes.

Key Responsibilities

Business & Systems Analysis

• Analyze business needs and translate them into functional and system requirements.
• Ensure technology solutions align with business objectives, operational processes, and regulatory standards.
• Support system enhancements, defect analysis, and continuous process improvements.
• Collaborate with development, QA, operations, and business teams throughout the product lifecycle.

Production Support

• Provide first- and second-level application support for production environments.
• Troubleshoot and resolve referred production incidents affecting Commercial, Retail, Premium, and Wealth business segments.
• Investigate and resolve referred claims-related system issues.
• Perform root cause analysis and coordinate resolution with technical teams.
• Monitor production environments to ensure system availability and operational stability.

Testing & Validation

• Execute and support functional, regression, production, and post-deployment validations.
• Validate system functionality following releases, patches, emergency fixes, and configuration changes.
• Support User Acceptance Testing (UAT) and production readiness activities.
• Ensuring technology changes meet business and quality expectations before deployment.

Change & Release Management

• Support Change Advisory Board (CAB) activities by validating scheduled changes, patches, and production deployments.
• Participate in release planning and implementation activities.
• Verify successful production changes and communicate results to stakeholders.

Incident & Problem Management

• Analyze, prioritize, troubleshoot, and resolve production incidents.
• Document incidents, resolutions, workarounds, and lessons learned.
• Escalate critical issues when necessary and coordinate with appropriate technology teams.
• Track incident trends and recommend preventive improvements.

Operational Support & Stakeholder Management

• Participate in weekly and monthly operational meetings with business partners, including Telebanking, Claims, and other operational units.
• Provide updates on incident status, production issues, system health, and ongoing initiatives.
• Build strong relationships with business stakeholders to ensure effective communication and service delivery.

Monitoring & Reporting

• Monitor production KPIs, system performance, and application health.
• Produce operational reports and dashboards related to incidents, testing, production support, and system performance.
• Identify opportunities to improve operational efficiency and service quality.

Key Deliverables

• Production support and incident resolution
• Functional, production, and post-release test validations
• CAB, patch, and production change validations
• Incident investigation, troubleshooting, and root cause analysis
• Production KPI monitoring and reporting
• Business and system requirements documentation
• Operational status updates and stakeholder communications

Required Qualifications

• Bachelor's degree in information technology, Computer Science, Information Systems, Business Administration, or a related field.
• Experience as an IT Business Analyst, Systems Business Analyst, Application Support Analyst, or similar role.
• Experience supporting production applications in a business-critical environment.
• Knowledge of Software Development Life Cycle (SDLC), Agile, and Waterfall methodologies.
• Experience with incidents, problems, and changing management processes.
• Understanding software testing methodologies and validation processes.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills (Englisth/Spanish)

Preferred Qualifications

• Experience in banking, financial services, or insurance environments.
• Knowledge of ITIL framework and service management practices.
• Experience working with production support, release management, and application monitoring.
• Familiarity with Jira, ServiceNow, Azure DevOps, or similar tools.
• Experience working with SQL and data analysis is a plus.