Operational Business Analyst & Incident Manager
New
N
NTT DATATechnology Consulting
100% remote in LATAM, EST Time ZoneContractMiddle
Salary27 - 28 USD per hour
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Job Details
- Experience
- 3-5 years
- Required Skills
- Business AnalysisStakeholder managementServiceNowCRM
Requirements
- Bachelor's degree in Business Administration, Information Systems, Engineering, Data Science, Economics, or Technology/Operations Management.
- 3-5 years of experience in business analysis, operations analysis, application support, or incident management.
- Proven experience working in technology-driven or product-oriented environments.
- Strong analytical and problem-solving abilities.
- Experience gathering and documenting business requirements and translating them into solutions.
- Familiarity with ServiceNow or similar service management platforms.
- Experience supporting enterprise applications, CRM, or ERP systems.
- Knowledge of incident management and service request processes.
- Excellent written and verbal communication skills.
- Strong organizational skills and attention to detail.
Responsibilities
- Analyze and document business processes, workflows, and operational use cases.
- Gather, evaluate, and translate business requirements into clear functional recommendations.
- Identify process improvement opportunities, system enhancements, and integration possibilities.
- Serve as a primary point of contact for incident management and operational support.
- Investigate, triage, and prioritize incidents and service requests based on business impact.
- Coordinate resolution efforts with technical teams, business stakeholders, and support partners.
- Monitor support performance and prepare operational dashboards, reports, and metrics.
- Facilitate communication between technical and non-technical audiences.
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