Responsibilities

• Support Operations team in investigating, analyzing, and resolving production defects to ensure system stability and business continuity.
• Work closely with developers and technical teams to perform root cause analysis (RCA) and define corrective actions for recurring issues.
• Gather, validate, and document business and system requirements for operational enhancements and change requests.
• Translate business requirements into clear functional specifications and support technical teams in solution design and implementation.
• Participate in end-to-end delivery of system enhancements, including requirement analysis, testing support, deployment validation, and post-implementation review.
• Collaborate with stakeholders (business users, operations, developers, and support teams) to ensure timely resolution of incidents and alignment on priorities.
• Support integration-related issue investigation, working with internal systems and external partners to ensure seamless data and process flows.
• Perform impact analysis for defects, enhancements, and system changes to assess risks and downstream dependencies.
• Support and coordinate User Acceptance Testing (UAT), including test planning, execution support, and defect tracking.
• Maintain clear and accurate documentation for requirements, defects, and implemented solutions to ensure traceability.
• Contribute to continuous improvement by identifying process gaps and recommending operational or system enhancements.
• Ensure adherence to governance, compliance, and operational standards across all deliverables.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related discipline.
• Minimum 2 years of experience as a Business Analyst, System Analyst, or similar techno-functional role.
• Experience working in application support / operations (AMS) environment is highly preferred.
• Preferred experience or exposure to Pega applications or BPM systems.
• Strong analytical and problem-solving skills with the ability to work on production issues and complex business processes.
• Good understanding of software development lifecycle (SDLC) and Agile/Scrum methodologies.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience in requirement gathering, documentation, and supporting testing activities.
• Strong ownership mindset with the ability to work in a fast-paced operational environment.

• Business process design/system design
• Application design
• Stakeholder Management
• Pega experience will be a plus