Business Support Analyst - Client Focus

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Business Support Analyst to join one of our clients ' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This is a hybrid role that combines Business Analysis, Client Relationship Management, Service Delivery, and Production Support . The successful candidate will manage client relationships, gather and document business requirements, support solution implementation, coordinate testing and releases, and provide post-go-live support.

The role is based in Bogota, Colombia and is currently remote, with a possible transition to office-based work in the future.

Responsibilities:

• Act as the main point of contact for assigned clients.

• Build and maintain strong relationships with clients and key stakeholders.

• Gather, analyze, and document business requirements for change requests and enhancements.

• Support solution configuration, validation, and implementation activities.

• Coordinate delivery activities, testing, UAT, and release management.

• Work closely with Delivery, Technical, Support, and QA teams.

• Manage client requests, incidents, service requests, and operational escalations.

• Ensure client issues are resolved on time and in line with agreed SLAs.

• Provide regular updates and reports to clients and internal teams.

• Support clients during UAT and help ensure successful releases.

• Assist with test case reviews and release sign-off.

• Provide ongoing production support after go-live.

• Conduct root cause analysis and support problem management activities.

• Identify process improvement opportunities to improve service quality.

• Support knowledge transfer between project, change management, and support teams.

• Participate in client meetings related to deliverables, incidents, or support topics.

• Participate in a 24/7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support when required.

• Minimum 3 years of experience in the card payments field.

• Experience in business analysis, client support, service delivery, or production support.

• Strong experience with business requirements gathering, documentation, and definition.

• Experience with system configuration and solution support.

• Good knowledge of payment systems and processes.

• Proficiency in SQL.

• Strong client-facing communication skills.

• Ability to facilitate remote and face-to-face client meetings.

• Strong written and verbal communication skills.

• Good documentation and analytical skills.

• Ability to manage client expectations and work with multiple internal teams.

• Ability to work in a fast-paced environment and manage changing priorities.

• Willingness to participate in a 24/7 support roster.

• Ability to work different shifts, initially aligned with Malta working hours and later with the client’s time zone.

• Must be able to work effectively in a remote setup, with the possibility of future office transition.
  

Nice to Have

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

• Experience with user stories or use cases.

• Experience training or mentoring junior team members.

• Strong knowledge of the payments industry.