Business analyst in IT operations

I’m currently recruiting for a Business Analyst to join a growing technology organisation operating within the financial services and insurance technology space. This is an opportunity to join a centralised IT Operations function, helping improve application support, defect management and service delivery across a portfolio of business-critical software products. You’ll act as the bridge between business stakeholders, product teams and engineers, ensuring operational issues are properly understood, prioritised and resolved. The position combines functional analysis, L1/L2 ticket triage, backlog prioritisation and defect release coordination. It’s ideal for someone who enjoys investigating problems, working closely with technical teams and improving how applications are supported.

• Manage L1/L2 functional ticket triage, investigating incidents and service requests.
• Identify whether issues require a functional resolution, data fix or technical escalation.
• Gather information, document defects and translate business issues into clear requirements and acceptance criteria.
• Prioritise defects and manage an operational backlog using a structured scoring approach.
• Coordinate defect releases and support functional testing and validation.
• Work closely with Product Owners, Product Managers and Engineering teams.
• Maintain functional documentation and contribute to service reporting and continuous improvement.

• 3+ years’ experience in a Business Analyst, Functional Analyst or Application Support Analyst role.
• Hands-on experience with L1/L2 ticket triage and functional analysis.
• Experience using ServiceNow, Jira Service Management or a similar ticketing platform.
• Strong requirements gathering, problem-solving and stakeholder management skills.
• Understanding of ITIL principles, including incident, problem, change and release management.
• Excellent written and spoken English.
• Будет плюсом: Financial services, insurance or another regulated environment; Application support within a software product environment; Exposure to Azure, .NET applications, defect management or release coordination; Experience with Confluence, service KPIs and operational reporting

• Permanent opportunity within a growing technology function.
• Hybrid working, with a minimum of 2 days onsite in Lisbon.
• Competitive salary and benefits, dependent on experience.
• The opportunity to contribute to the development of IT Operations and service delivery practices.