Business Analyst I

Business Analyst - DAMO
The individual in this role will be responsible for managing multiple applications within the DAMO portfolio. This role involves analyzing business needs, defining requirements, collaborating with development teams, communicating with business stakeholders and ensuring the successful implementation and operation of applications.
Service Delivery

• Triaging incoming application-related issues by categorizing them correctly, assigning priorities based on business impact, and updating all relevant ticket attributes.
• Escalating complex issues to L2/L3 support groups or development teams after initial analysis when necessary.
• Offering basic troubleshooting support for applications, answering user queries about product usage, and clarifying service details like operating instructions and general usage.
• Updating internal documentation and creating knowledge base articles, FAQs, and troubleshooting guides for managed applications.
• Collecting and presenting data on application performance, user feedback, and project progress through reports and dashboards.
• Collaborating with development and operations teams to improve application functionality, support processes, and user experience.
• Maintaining the application backlog in Jira.
   

Regular Expectations

• Lead the onboarding process for new applications or major updates by assessing requirements, planning, and implementing knowledge transfer.
• Maintain consistent communication with product and development teams to align application management processes.
• Suggest process improvements and kaizens for application workflows, enhancing both operational efficiency and overall user experience.
• Contribute to the automation of repetitive processes within application management.
• Participate in internal service center operations and work collaboratively with internal stakeholders

Requirements

• Ability to quickly grasp new business processes and application functionalities.
• Strong communication and collaboration skills to work with cross-functional teams.
• Flexibility to adjust to changing priorities and tasks across multiple applications.
• Proficiency in English reading and writing.
• Familiarity with application lifecycle management, ticketing systems (e.g., Jira), and troubleshooting processes.
• Knowledge of business analysis frameworks or similar methodologies for application management.
• Excellent written and verbal communication skills for documentation and stakeholder communication.

Skills / Nice-to-Have

• Strong ability to understand and address the actual needs of application users and business stakeholders.
• Effective communication skills and adaptability in fast-paced environments.
• Prior experience in managing multiple applications or portfolios.
• Knowledge of troubleshooting application issues, including basic data analysis and system debugging.