Business Systems Support Analyst I

Business Systems Support analyst Job Description

Key Responsibilities

The business systems support analyst is responsible to manage customer’s issues end to end through receiving and issue from the customer, making sense of it and either resolving it or escalation up the chain to team / s that will provide a resolution while owning the issue until resolve.

Providing support and stakeholder engagement

• Case troubleshooting and resolution and where needed work with other teams to get the issue resolved
• Escalate issues timeously
• Maintain detailed case history and documentation, ensuring comprehensive documentation and timely follow-up
• Work closely with Business and Function Support teams to aide in knowledge transfer, identification, and remediation of bugs
• Own the case end to end and continue to up the customer
• Documen findings / requirements form the root cause analysis work
• Document processes and procedures
• Ability to present information to stakeholders
• Ability to present information in a coherent manner

Work Experience and Qualification

Knowledge of BPMN (Business process modelling notation), OOD (Object oriented design), UIX (User interface design), CJM (Customer journey mapping) - Enterprise Architecture.

Critical skills of the role