Business Analyst & Incident Manager

About This Position

The Transformation and Technology for Operations (TTO) Division, within the Transformation and Technology Department (TTD), supports operational areas by delivering and maintaining digital solutions that enhance efficiency, transparency, and client experience.

We are looking for a proactive, analytical, and collaborative Operational Systems Business Analyst & Incident Manager to support Programming and Project Management products, such as Country Strategy, CPD, Money Machine, and others.

In this role, you will contribute to rationalizing the application landscape by analyzing business use cases and identifying synergies with other operational systems. You will also act as the incident management focal point for both applications, helping ensure timely analysis, prioritization, and resolution of client and operational issues.

You will work closely with the Operational Portal and Core Services product teams to coordinate with technical teams across TTO.

Responsibilities

• Analyze and document current business processes and use cases supported by the Programming Product (Country Strategy, CPD, etc.) and Project Management Product (under design).
• Identify functional overlaps, integration opportunities, and potential synergies between Programming, Project Management, and other products based on support cases.
• Produce clear business analysis artifacts, including process maps, functional assessments, gap analyses, and recommendations, to support decision-making regarding change requests.
• Act as Incident Manager for the Programming Product, serving as a second-level analyst for reported issues and requests.
• Triage incidents and service requests, assess impact and urgency, and coordinate resolution with technical and functional teams.
• Track incidents and requests to ensure timely resolution and appropriate communication with stakeholders.
• Prepare summaries and dashboards, reporting on the performance and effectiveness of the support response.
• Support the continuous improvement of incident management processes, documentation, and knowledge bases.
• Collaborate with product leads, developers, and business stakeholders to ensure alignment between business needs and technical solutions.

What You'll Need

Education:

• Degree in Systems, Engineering, Data Science, or another field relevant to business analysis, technology, or operational systems.

Experience:

• Between 3 and 5 years of progressive experience in business analysis, operations analysis, product support, incident management, or similar roles.
• Experience in technology-enabled or product-oriented environments is preferred.

Languages:

• Proficiency in Spanish and English, both spoken and written, is required.
• Knowledge of French and/or Portuguese is preferred.

Key Skills:

• Strong analytical and problem-solving skills.
• Ability to translate complex business needs into clear, actionable requirements.
• Familiarity with ServiceNow, CRM/ERP systems, and operational applications.
• Experience working with service management or incident tracking tools and processes.
• Clear and structured communication skills with both technical and non-technical audiences.
• Ability to manage multiple priorities in a collaborative, fast-paced environment.
• Client-oriented mindset with strong attention to operational impact.