.svitla systems inc. is looking for a support business analyst for a full-time position (40 hours per week) in mexico.
our client is a global, science-led biopharmaceutical company specializing in discovering, developing, and commercializing prescription medicines.
they work alongside the world's leading academic and biotech research institutions to stimulate innovation and evaluate emerging technologies.
the client operates in over 100 countries, and its innovative medicines are used by millions of patients worldwide.
the support business analyst performs business analysis activities related to supporting clinical studies using the platform (a clinical trial solution designed by patients, healthcare professionals, and the client to simplify the trial experience for all participants and help digitalize clinical trials).- requirements:- experience developing and/or configuring cots solutions based on customer needs.- strong engagement, communication, and stakeholder management skills, including excellent presentation and influencing skills.- experience in software maintenance/help desk.- understanding complex integrated systems, using creative and strategic thinking to deliver exceptional results.- knowledge of jira, confluence, or similar tools.responsibilities:- perform request analysis and consulting ( internal or the project team requests consultancy).- manage incidents by creating jira tickets, reviewing incident details - description, priority, impact, solution functionalities- and communicating with third parties to clarify the incident.- execute incident analysis, analyze end-user journey, review knowledge base articles, consult with smes on solution working methods, and study architecture and configuration specifics.- identify and recommend appropriate solutions that fulfill the underlying needs of the end users.
gain knowledge of the system functionalities and the specific clinical studies configuration and architecture.- communicate with third parties on clarifying incidents and internal teams on incident analysis, resolution, and progress updates with third parties and end users.
ability to communicate in a clear and structured way and with a high cultural sensitivity.- document proficiently reported cases in a clear and structured way.
build resources for future incident handling.
document cases for further investigation by the client's teams.- process improvement.
proactively take actions to improve the team processes, partners' collaboration, and end users' experience