Business Support Analyst - Costa Rica

Business Support Analyst – Client Focus (Card Payments)

Join a dynamic team where you'll play a pivotal role in bridging business needs, client success, and operational excellence within the card payments industry. This hybrid role combines Business Analysis, Client Relationship Management, Service Delivery, and Production Support, making it ideal for professionals who thrive in fast-paced, client-facing environments.

What You'll Do

• Act as the primary point of contact for assigned clients, building strong, trusted relationships.
• Gather, analyse, and document business requirements for enhancements and change requests.
• Coordinate solution delivery, testing, UAT, releases, and successful go-lives.
• Support system configuration, validation, and implementation activities.
• Manage production incidents, service requests, and operational escalations.
• Ensure timely issue resolution in line with agreed SLAs.
• Collaborate with technical, delivery, and QA teams to drive successful outcomes.
• Lead root cause analysis and continuous service improvement initiatives.
• Provide regular client updates, reporting, and operational oversight.
• Support training, knowledge transfer, and mentoring activities when required.

What We're Looking For

• Minimum 3 years' experience in Card Payments.
• Strong background in business analysis, requirements gathering, and system configuration.
• Proficiency in SQL.
• Excellent client-facing communication and stakeholder management skills.
• Ability to facilitate both remote and in-person workshops and meetings.
• Strong analytical, documentation, and problem-solving skills.
• Experience working with cross-functional teams in delivery and support environments.
• Knowledge of the payments industry is highly desirable.

Additional Requirements

• Willingness to participate in a 24/7 operational support roster, including shifts, weekends, and public holidays.
• Flexibility to align with client operating hours when required.
• Availability to work onsite and closely collaborate with client stakeholders during BAU operations.

Qualifications

• Degree in Computer Science, Business Analytics, Software Development, Business with IT, or a related field.

Why Join?
This is an excellent opportunity to combine your payments expertise, business analysis skills, and client management capabilities in a role that offers end-to-end ownership of client success—from implementation through to ongoing operational support.