Production Support Analyst

We are looking for a motivated Business Analyst to support a live production system. This is a hands-on role that combines process analysis with day-to-daysystem support. You will work closely with stakeholders, understand how existing processes work, identify areas for improvement, and help keep the system running smoothly.

Key Responsibilities

• Understand current processes through discussions, interviews, and data review

• Identify gaps and recommend practical improvements to existing workflows

• Work with stakeholders and vendors to define and document future-state processes

• Produce clear process documentation using standard tools (e.g. Visio, Confluence, draw.io)

System Support& Operations

• Handle L2 support tickets and perform basic system troubleshooting

• Manage small enhancements and change requests from intake through to delivery

Requirements

Experience

• Minimum 3 years of relevant experience with someone having experience working on or supporting a live production or operational system

• Hands-on experience handling L2 support tickets or basic system troubleshooting

• Familiarity with ticketing or ITSM tools (e.g. Jira, ServiceNow)

• Exposure to Agile or ITIL practices

• Basic SQL or data querying skills

• Good communication skills — comfortable running meetings and writing requirements