Business analyst in insurance technology

I’m working with an insurance technology business whose platform is used every day by insurance professionals to quote, place and manage business. It’s a well-established product, and the team behind it is growing. They’re building a new run and operations team in Lisbon, and I’m hiring the first two Business Analysts for it. When a user hits a problem on the platform, you’re the person they speak to.

• Take first contact from users, find out what is happening and keep them calm and informed
• Run L1/L2 triage and decide whether it’s an issue or a gap in the product
• Escalate issues to the technical team with the detail they need to fix them
• Turn gaps into clear user stories for the product teams
• Give users workarounds so they can keep working while a fix is in progress
• Help shape the monthly release with Product Owners

• Hands-on L1/L2 application support, ideally with external clients or end users
• ITIL processes used day to day: incident, problem, change, release
• Ticketing experience in ServiceNow, Jira Service Management or similar
• A positive, calm and engaging manner, especially when a user is under pressure
• Fluent English and Portuguese
• Будет плюсом: Insurance or financial services experience is a strong plus; SQL is a bonus

• You join at the start of a team that grows t in 2027, so you help decide how it runs
• You’ll support a platform its users rely on every day
• Two days a week in the Lisbon office
• Salary: Up to €55,000